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.
Search Code: 80407
Published: March 7, 2013
Last Revised: April 15, 2016
, help desk
, service desk
, Service management
, service manager
, outsourcing service
, IT managed services