•	We spend a lot of money on technology and we need to make sure it is used effectively
•	We can't afford to have employees down due to PC problems or questions
•	Our users are frustrated that they can’t get their computer problems resolved more quickly
•	Our service to our users is lousy
•	Our employees spend too much time on PC issues
•	It takes too long for us to respond to and resolve user problems
•	Our users are frustrated that they are always on hold or talking to voicemail when they need technical help
•	If a user needs application support, they have to interrupt another employee because I/T can’t help them
•	Our users have gotten so frustrated they’ve stopped calling us

Understanding the Strategic Benefit of the User Initiative:
When user’s access to technical support is optimized, there are direct and indirect benefits for both the user and the company. The most obvious of course, is that users maximize their uptime, which has a direct impact on their productivity. What is less visible and harder to calculate, however, is the affect of a user’s ability to utilize technology more fully. When help is immediately available, a computer user is more likely to take advantage of more advanced features of today’s software programs. The productivity promised by the software manufacturers can actually be realized, while users complete tasks faster and more effectively. Job satisfaction is improved, as is the general perception of the Information Technology department. These indirect benefits, multiplied by the number of technology users in your company, result in higher productivity across the company.

In addition, the company benefits with an increase in the return on investment in business technology. With constant advances in technology today, huge sums are spent on hardware and software to make an organization function leaner, meaner, faster, etc… But all of this investment is only as good as the support behind it. The better the support, the more that is gained from your technology investments.