This phase will help you perform a baseline assessment of your service desk maturity. The impact of feasibility will then be evaluated based on what functions your organization will outsource. This phase will take you through the following activities:

  • Define the structure of your tiered service desk.
  • Perform a service desk maturity assessment.
Use this phase as part of the full blueprint, Outsource the Service Desk.

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Outsource the Service Desk

If your outsourcing project is driven by cost alone, you will fail.

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