How to Measure the ROI of Your IT Support Services

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How to Measure the ROI of Your IT Support Services

Okay, so, figuring out if your IT support is actually worth the money (ROI, right?) can feel like, well, trying to herd cats. Its not just about, like, "did they fix my printer?" Its way more nuanced than that, ya know?


First off, you gotta define what "good" IT support even looks like. Is it fewer downtime incidents? check check (Thats a big one!) Faster resolution times when things DO break? managed it security services provider Happier employees who arent tearing their hair out waiting for help?

How to Measure the ROI of Your IT Support Services - managed service new york

    All of the above, probably. managed services new york city You need, like, actual metrics. Numbers. Think about things you can measure.


    Then, you gotta track those metrics before you make any changes to your IT support.

    How to Measure the ROI of Your IT Support Services - managed services new york city

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    This is your baseline. Where are you starting from? Maybe you are using a really bad company and your employees are constantly waiting for the IT support to help them. You need to know this! Otherwise, how will you know if the new, supposedly awesome IT support is actually, well, awesome?


    Cost is obviously a huge part of the ROI equation. How much are you paying for your IT support? Is it a flat fee? managed it security services provider Per user? Per incident? Dont forget to factor in hidden costs, too. Like lost productivity when employees are struggling with tech issues instead of, you know, working. managed service new york And dont forget about the cost of maybe needing to hire someone to oversee the IT support company, cause sometimes that is needed.


    So, ROI basically boils down to this: (Value gained - Cost) / Cost.

    How to Measure the ROI of Your IT Support Services - check

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    The "value gained" is where it gets tricky.

    How to Measure the ROI of Your IT Support Services - managed services new york city

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    managed service new york Whats the value of, say, reduced downtime? Well, you could estimate the revenue lost per hour of downtime and then multiply that by the number of hours youve saved thanks to the improved IT support. Or, whats the value of happier employees? managed service new york Harder to quantify, but consider reduced employee turnover! managed service new york That saves a ton of money!


    Be realistic, though. Youre not gonna see a 1000% ROI overnight. And some benefits, like improved security or better data backup, are hard to directly translate into dollars and cents.

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    But if youre tracking the right metrics, comparing them to your baseline, and factoring in both the direct and indirect costs, you can get a pretty good idea of whether your IT support is pulling its weight.

    How to Measure the ROI of Your IT Support Services - managed service new york

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    Also remember that sometimes you may need to switch companies because they are not keeping up with the newest technologies!


    Its not perfect, and it requires some effort, but its definitely worth doing. Otherwise, youre just throwing money at a problem and hoping it magically goes away. And that rarely works out well, does it!