Outsource the Service Desk – Phase 2: Build Outsourcing Strategy and RFP

Author(s): Jordan Detmers, Michel Hebert, Natalie Sansone

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This phase will help you produce a detailed outsourcing strategy and an RFP that captures the same level of detail. Arguably the most important part of outsourcing, a detailed RFP is crucial to securing the proper managed service provider. This phase will take you through the following activities:

  • Define tension metrics to ensure balanced performance.
  • Design a service desk strategy.
  • Determine a vendor shortlist.
  • Complete an RFP to request MSPs to submit written proposals.

Use this phase as part of the full blueprint, Outsource the Service Desk.

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