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Hardware Support Customer benefit by position
Position
Specific benefit
Board member
Cost reductions through savings It is too costly
to have all the necessary skills/certificates
within the company Not necessary to keep spare
parts Guaranteed costs/flat fee and lower risk
level Customer can focus on own core business IT
systems become better measurable (price tag for
Black Box)
IT manager
Higher quality More time resources for higher
level projects routine activity is taken
away Additional resources (skills/staff/equipment)
available at short notice Establish vendor
relations and access non-public information No
more unpaid night shifts/weekend work Same
service levels for all locations
User
Single point of contact Process oriented problem
routing fixing Faster response Clear
expectations of services
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