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Advisory Note: Outsourcing the IT Service Desk—Getting your Money’s Worth?
Enterprise Management Associates, Sep 2007, Pages: 3
Many companies are already saving money by outsourcing their IT service desk and even more are considering doing so. Whether you already are outsourcing customer service, or are considering doing so in the future, you will need to ensure that customers and internal users are receiving high-quality service, productivity remains high, and the integrity and security of your business remains intact. Determining the effectiveness of an outsourcing relationship can be a daunting task. This research note discusses key aspects of the relationship to monitor and suggests areas that are likely to evolve over time.
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