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This research note applies the Cost-to-Serve cost-reduction approach to identify cost savings opportunities in the end-user support services area. Coverage includes:

  • Guidance on when this service area is a strong cost management candidate for the organization.
  • Description of specific cost-reduction measures that can be achieved according to varying time frames.
  • Case studies that provide real-life insight into experiences with these cost-reduction techniques.

The service desk is ripe for opportunities in long-term cost management. Understanding cost management as it pertains to end-user support services is critical when developing IT's overall cost management strategy.

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