Proving ROI in ITSM: Millions Saved While Productivity Is Transformed…
The most successful CIOs aren’t just running IT services; they’re proving measurable business value and building trust at the highest levels of the organisation.
Even the best IT leaders know the numbers alone don’t always tell the full story. For example hitting SLAs doesn’t matter if costs are rising, productivity is stalling and users or employees are frustrated.
That’s why forward-thinking organisations like Domino’s and Runshaw College harnessed the power of SDI’s Service Desk Certification (SDC). Their results are nothing short of transformational:
- Dramatic reductions in cost per ticket
- Faster resolution times
- Fewer SLA breaches
- Measurable productivity gains worth millions.
- Improved staffing efficiency
- And some mind blowing numbers!
This isn’t just theory, this is the hard evidence that IT Service Management done right delivers real financial and tangible business outcomes, higher stakeholder trust, and world-class service excellence.
The message is clear: Service Desk Certification (SDC) pays off. From multi-million-pound savings and six-figure cost avoidance, to customer satisfaction scores approaching perfection, the ROI is undeniable. More importantly, these results show that with the right framework, IT and your Support Team or Service Desk can become a true catalyst for digital transformation and business value creation.
For CIOs and senior IT leaders, the opportunity is not just to optimise operations, but to inspire confidence across the business and prove IT’s strategic impact. Download the full ROI Results, explore the ROI numbers, and feel inspired wondering what your service desk can achieve with the help of SDI.
Download the SDC ROI Results Data then share with your colleagues and decide, are you ready for outstanding results like these?
Link ROI to Leadership Influence
When IT leaders can demonstrate hard financial savings and productivity gains, they shift the perception of IT from a cost centre to a value creator. That credibility opens doors at board level, strengthens influence in strategic decisions, and positions the service desk as a trusted partner in driving the organisation forward.
The Hidden Value of Productivity
It’s not only about cost per ticket. Faster resolutions and fewer breaches translate directly into reclaimed hours for employees across the business. That’s time they can reinvest into serving customers, innovating, and delivering results. These hidden productivity gains often dwarf the direct cost savings and create momentum that executives can’t ignore.
Benchmarking Against the Best
One of the unique advantages of SDC is the ability to benchmark your service desk against peers and world-class standards. That external validation not only shows where you stand today, but also provides a clear roadmap of what to improve next — ensuring progress is structured, measurable, and continuous.
