F4SD Performance Monitor
ROI Analysis and Performance Measurement
With the latest update, the F4SD service desk application gains a monitoring feature that provides objective metrics on the tool’s performance and effectiveness. In this way, Consulting4IT also gives its clients’ management teams the ability to assess success on a case-by-case basis.
Waldbronn, August 8, 2023: With the F4SD update “F4SD Performance Monitor,” Consulting4IT is making a bold statement. After all, it is highly unusual for a manufacturer to provide a tool that allows for objective measurement of its own success. In doing so, Consulting4IT is not only expressing its firm conviction regarding the application’s efficiency. The software manufacturer also offers its customers a reliable way to verify ROI for themselves—true to the motto: Trust is good, verification is better.
Performance metrics
Starting now, this update enables the display of anonymized, data-driven information based on a Power BI table—for example, regarding how often employees at the service desk access and use the application. Also available: the top ten most frequently used Quick Actions, the number of incidents resolved per time period, and other metrics relevant for a robust ROI calculation. The table is intended for evaluation by the responsible IT administrators or IT management. This enables a concrete ROI calculation for F4SD at the management level and makes the improvements achieved objectively measurable and visible.
For example, the F4SD Performance Monitor provides answers to the following questions:
– Is the tool being used to its full extent and equally by all support staff?
– Are existing Quick Actions being used?
– Which Quick Actions are used, and how often?
– How many incidents are handled during which time periods?
– When are the peak times for incident handling?
This approach not only helps identify potential training needs but also enables the identification of further process improvements or actions within first-level support. Important: The figures provided regarding employees are 100% anonymous and are presented using non-identifiable ID numbers.
ROI Calculation and Performance Measurement
Of particular interest to IT leadership and management: the fact-based disclosure of performance metrics. The new monitoring feature provides detailed analysis that reveals the time savings achieved through F4SD. This enables objective comparisons of metrics—such as the increase in resolved incidents over specific time periods—which in turn allows for the quantification of monetary savings. Overall, the F4SD Performance Monitor now enables customers to independently determine the ROI of F4SD themselves. The improvements to the service desk achieved by F4SD are thus objectively verifiable—assessing success based on gut feeling is a thing of the past.
Technical implementation
The F4SD Performance Monitor is made available via an update with the latest version of F4SD and will be included by default upon delivery. The feature is implemented and displayed via a Power BI table, which can be accessed and viewed as a predefined view. The new F4SD version, including the F4SD Performance Monitor, will also be a key focus for Consulting4IT at the upcoming it-sa trade fair in Nuremberg.