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Outsource the Service Desk

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Failing to implement an outsourced service desk that is focused on value can lead to:

  • High costs caused by a decline in service metrics performance.
  • A loss of service desk quality.
  • Continued lack of end-user empathy.

Outsourcing a service desk based on value and service metrics leads to:

  • Decreased costs as a result of improved service desk performance.
  • Greater focus on strategic projects by outsourcing tier one functions.
  • Improved IT reputation within the business through improved service metrics.
  • Improved service desk performance thanks to managed service provider capability.

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Module 1: Prepare Your Service Desk for Outsourcing

The Purpose

  • Assess your service desk maturity.
  • Develop a plan for preparing for outsourcing.
  • Assess the cost of outsourcing.

Key Benefits Achieved

  • Improved service desk maturity.
  • Clear definition of outsourcing project structure.
  • Understanding of total cost of outsourcing.

Activities: Outputs:
1.1 Assess service desk maturity.
  • Service Desk Maturity Assessment
1.2 Design your tiered service desk.
  • Service Desk Cost Estimate
1.3 Create an outsourcing decision matrix.
1.4 Complete a service desk feasibility assessment.

Module 2: Develop Your Outsourcing Strategy

The Purpose

  • Prepare an outsourcing strategy based on the current and future state of the service desk.
  • Identify goals and objectives, risks, constraints, and metrics.  

Key Benefits Achieved

  • A clear vision for what your outsourced service desk seeks to achieve and how you are going to achieve it.

Activities: Outputs:
2.1 Identify roles and responsibilities.
  • Outsourcing Strategy
2.2 Identify goals and objectives.
2.3 Outline potential risks and constraints.
2.4 Define tension metrics to balance reporting.

Module 3: Develop Your Outsourcing RFP

The Purpose

  • Build a comprehensive RFP based on the outputs of your strategy and the activities in this module.

Key Benefits Achieved

  • Identification of current and future requirements.
  • Distinction made between outsourced and retained services.
  • Detailed RFP to ensure respondents are the right-sized fit. 

Activities: Outputs:
3.1 Identify current and future requirements.
  • Service Desk Outsourcing RFP
3.2 Outline ITSM solution requirements.
3.3 Define in-house and retained service desk functions.
3.4 Complete RFP.

Module 4: Select a Managed Service Provider and Manage the Transition

The Purpose

  • Develop a process for evaluating RFP responses, selecting an outsourcing partner, and managing the transition.

Key Benefits Achieved

  • Defined evaluation process for RFP responses.
  • Clear exit conditions.
  • Identification of roles for both parties involved.

Activities: Outputs:
4.1 Develop interview questions for candidate managed service providers and client references.
  • MSP Interview Script
  • Client Reference Interview Script
4.2 Score RFP responses.
  • RFP Scoring Summary
4.3 Identify roles and responsibilities.
4.4 Develop exit strategy.
  • Exit Strategy
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