Outsource the Service Desk – Phases 1-3

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


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Outsourcing is no longer just a cost-cutting measure; the service desk has evolved, and now outsourcing is driven by value-added services. This blueprint will help you execute a successful outsourcing project only after determining if your service desk is ready to be outsourced. This blueprint will walk through the following phases:

  • Assess service desk maturity and outsourcing feasibility.
  • Build outsourcing strategy and RFP.
  • Execute and manage the transition.

Outsourcing is a strategic decision that requires careful planning and diligent research on managed service providers. Clearly defined mature processes and a good cultural fit will create a quality outsourcing agreement.

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