1. IBM Workplace Support Services: Survey Data Overview

2. Respondent overview

3. “How would you classify your organization?”
Company Profile
“Using your best estimate, what is your organization’s total annual revenue (in USD)? (Select one.)”
“Using your best estimate, how many employees work for your firm/organization worldwide?”
Respondent overview:
All are North American respondents.
All are within the IT department, with direct or supporting roles in selecting technology.
Come from a wide variety of industries.
Job titles include: CIO, director of IT, director of tech development, IT operations, IT manager, vice president of IT.
All are IBM desk-side support users.
“How would you classify your organization?”
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

4. Base: 30 North American IBM Workplace Support Services users
The reasons why varied, but most often respondents selected IBM Workplace Support Services for End User Support due to dashboard functionalities and collaborative IT support.
“What are the main reasons that made you choose IBM Workplace Support Services for end user support?”
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

5. Base: 30 North American IBM Workplace Support Services users
Most respondents managed their service desk both internally and externally prior to IBM Workplace Support Services. Interestingly, no one cited a previous 3rd party provider.
“How was your organization managing your service desk prior to migrating to IBM?”
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

6. “How many employees do you manage with IBM Support Services?”
The reasons why varied, but most often respondents selected IBM Workplace Support Services for End User Support due to dashboard functionalities and collaborative IT support.
“How many employees do you manage with IBM Support Services?”
How long have you been using IBM for End User Support services (in Years)?
4.63 years on average
Average:
17,212 employees
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

7. “Do you feel that the investment in IBM has yielded a positive return?
The majority of respondents agree they have a positive ROI from their investment in IBM Workplace Support Services
“Do you feel that the investment in IBM has yielded a positive return?
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

8. Base: 30 North American IBM Workplace Support Services users
Improved IT efficiency was the most cited benefit for using IBM Workplace Support Services
“What were the business and technical objectives your organization hoped to satisfy by leveraging IBM support services?” 
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

9. Base: 30 North American IBM Workplace Support Services users
Most felt that employee satisfaction has improved since using IBM Workplace Support Services
“Q14 You mentioned that improved employee satisfaction as a driver in choosing IBM. Since leveraging IBM, how has employee satisfaction changed from the prior support environment?
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

10. 10.61% Improvement in employee productivity
Respondents noted an average of 10.61% improvement in employee productivity
Question
Average
You mentioned Reduced support cost per ticket as a driver in choosing IBM. Can you roughly estimate the actual (or target) percentage reduction in cost per ticket since leveraging IBM?
10.61% Improvement in employee productivity
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

11. Upfront and Recurring Costs
Which of the following upfront costs did you consider as part of the investment in IBM Support Services?
Average
Planning Cost
$41,000
Training Cost
$30,100
Licensing Fees
$87,000
Professional Services Fees
$8,900
Hardware Costs
$59,000
Networking Costs
$7,750
Which of the following recurring costs did you consider as part of the investment in your IBM Support Services
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016

12. About half of respondents were concerned about these risks
“ Were there any risks that you feel you took leveraging IBM? Select all that apply. 
Base: 30 North American IBM Workplace Support Services users
Source: A commissioned study conducted by Forrester Consulting on behalf of IBM, May 2016
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