What is most important for the business case should focus on?
An organization has received many complaints from users and customers of poor service from the service desk. They are creating a business case for replacing the service desk tool. The new tool will address some of the issues, however there is resistance to the expense of replacing the existing tool. What is most important for the business case should focus on?
OPTIONS
- How the tool will improve customer and user outcomes and reasons why these might not be achieved
- How the system will be easier to use for service desk staff and therefore improve their morale
- How the new system will require additional staff to maintain and therefore reduce the return on investment
- How the price of the tool might increase and exceed budget if a decision is not made quickly
ANSWER
How the tool will improve customer and user outcomes and reasons why these might not be achieved
EXPLANATION
This answer focuses on the benefits in terms of value for stakeholders and the risks of those benefits not being achieved. The question mentions resistance to expenditure which emphasizes the need to provide clear benefits to justify the expenditure. A business case should clearly identify the proposal and the benefits and risks involved, from demand to value.
