Storyboard: Outsource or Repatriate the Service Desk


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Many who have outsourced consider repatriation, but most find they made mistakes on the original contract that prevent them from doing so in an efficient and cost-effective way. IT is often left in the dust when competing with outsourcing vendors who proclaim to be able to provide better, faster service for a fraction of the costs of maintaining an internal employee. As a result, IT holds the responsibility to diligently complete cost analyses.

In this storyboard, learn best practices to:

  • Decide whether outsourcing the service desk makes sense.
  • Select an appropriate outsourcing vendor.
  • Develop outsourcing best practices in contracts and agreements.
  • Repatriate the service desk.

Look past the short-term gains to identify the real costs and value of outsourcing in comparison to internal resources.

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