Put a number on the deskside support cost you cannot currently see
A twelve question benchmark, under three minutes, answerable from memory by whoever runs the function. You get your score on screen, and a costed breakdown of your own estate by email.
Device handovers
Engineer time absorbed per build, swap and handover.
Loaner turnaround
How long people wait for a replacement machine.
Leaver recovery
Hardware that comes back when someone leaves, and what doesn't.
Site coverage
Support load at locations with no permanent IT presence.
Platform readiness
Which service management modules already run in ServiceNow: incident, request, asset and CMDB.
Start the benchmark
Twelve questions. Under three minutes. Answerable from memory.
The workflow is automated. The execution is not.
Most large enterprises have ticket workflows well in hand. The physical work behind those tickets rarely sits on the same footing.
Handovers, loaners, leaver recovery, and cover for sites with no permanent IT presence still run on manual effort. That effort carries real cost, and it is usually the one line nobody reports as its own number.
This benchmark surfaces that missing line.
Handover drag
Every new starter, swap, and break-fix consumes engineer time on the build and handover. Multiply it across a year and the true cost of a single device event becomes visible.
Wait cost
When a loaner or replacement laptop takes days to reach someone, the cost lands on the business, not the IT budget. It stays invisible because nobody is metering the wait.
Recovery leakage
The proportion of hardware that actually returns when someone leaves is rarely tracked. What doesn't come back is quiet, recurring write-off.
Site reach
Workload sitting at locations with no permanent IT presence carries travel, delay, and coordination cost that is difficult to attribute and easy to underestimate.
A specific, modelled view of your deskside cost
Not a grade or a maturity label. A benchmark score and five category breakdowns on screen, then a modelled annual cost for your own environment by email.
Where you sit
A single score placing your deskside operation across Low, Medium, and High control, so you know whether this area is under grip or leaking cost.
Five clear views
Handover drag, Wait cost, Recovery leakage, Site reach, and Platform readiness, each scored so you can see exactly where the cost is being absorbed.
A number to work with, sent to you
A modelled annual cost for the physical side of support in your environment, broken down line by line and emailed to you within minutes: the figure you can take into a planning conversation.
Twelve questions. Under three minutes. Answerable from memory.