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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Book NowModule 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. |
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| 1.2 | Design your tiered service desk. |
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| 1.3 | Create an outsourcing decision matrix. |
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| 1.4 | Complete a service desk feasibility assessment. |
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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. |
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| 2.2 | Identify goals and objectives. |
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| 2.3 | Outline potential risks and constraints. |
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| 2.4 | Define tension metrics to balance reporting. |
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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. |
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| 3.2 | Outline ITSM solution requirements. |
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| 3.3 | Define in-house and retained service desk functions. |
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| 3.4 | Complete RFP. |
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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. |
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| 4.2 | Score RFP responses. |
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| 4.3 | Identify roles and responsibilities. |
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| 4.4 | Develop exit strategy. |
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