Financial Management For The Service Desk
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Transcript of Financial Management For The Service Desk
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Surprise | Delight | Inspire
Financial Management for the
Service Desk
Lynne Nash, L B Nash (Consulting)
@lb_nash_uk
www.servicedeskinstitute.com
Introduction
• Over 25 years in the Service Desk industry• Experienced Service Desk Manager• SDI educator• APMG examiner• SDI Standards Committee member
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Objectives
• The importance of Financial Management• Building your financial network• Talking the Talk - financial terminology• Budgeting, Accounting and Forecasting• The Power of Unit costs
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Importance of ITFM
• Manage the cost of providing IT services
• Align IT service costs to business processes
• Support the customer and the business by delivering value for money
• Assisting the organisation achieve its objectives
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Importance of SDFM
• Operationally– Costs need to be managed– Efficiencies need to be realised
• Strategically– Demonstrate sound financial management– Obtain stakeholder investment
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Financial Networking
• Who has the knowledge?– Line manager– Peer group– Finance department
• How can you get the knowledge?– Courses, books, websites– Coaching & mentoring
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Talk the Talk• What is your funding model?– Centrally funded– Some central funding, some billed (cross charged)– All billed
• What type of accounting?– Financial– Management
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Talk the Talk
• Income– Revenue– Budget
• Expenditure (costs)– Operating– Capital
Income – Expenditure =
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Talk the Talk
• Costs – Fixed…salaries– Variable…overtime– Direct…mobile phones– Indirect…utilities
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Budgeting
• Staff Costs– Salary– Pension Contributions– Employer’s NICs– Life Insurance– Other Benefits
Add 25% to 30%
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Budgeting
• Other staff costs – Temporary/Contract staff– Overtime– Recruitment– Training– Recognition and rewards (non salary)
• Marketing & Promotions
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Budgeting
• IT services– Provisioning (Capital)– Support & Maintenance (Operational)– 3rd Party Contracts (Operational)
• Facilities• HR, Finance & Legal services
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Forecasting
• Reactive – Reduction in income– Impact of unplanned changes
• Proactive– Impact of proposed changes– Making a business case
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Unit Costs
• Purpose– Charging– Scaling– Decision Making
• What Unit?– Call– Incident / Request– Customer– Time
Average costs or detailed?
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Unit Costs
Time = Money
Cost of SD / Man hours = Cost per man hour
Man hours = Working time x No. Staff
Working time = No. Working days x Hours in Day
Working days = (52 x 5) – holidays, training, sickness