- Major Studies
- Market Assessments
The outsourcing profile shows how help desk outsourcing compares with the outsourcing of 11 functions. The ratings are based on a relative scale. The first two ratings, frequency and level, rate the popularity of help desk outsourcing.
The next two profile items, net growth trend and volatility, highlight the current trend among organizations that are outsourcing the function.
The final two profile items, cost success and service success, describe the experience customers have with outsourcing this function relative to other IT functions.
Overall the profile suggests that, from a customer experience perspective, help desk service providers deliver value but are nevertheless failing to gain new customers or penetrate deeper into accounts—at least when compared with providers of other IT services. There is a high level of concern about the level of service received from service providers. Many organizations, in fact, have adopted a strategy of keeping all help desk functions in-house to ensure the quality of end-user support. IT organizations also seek to leverage the help desk as a primary point of contact between users and the IT organization. The help desk can perform related functions such as asset management, training, monitoring user satisfaction, and monitoring the organization’s IT systems.
Yet cost pressures and, perhaps, service improvements have caused a rise in help desk outsourcing over the past few years. Our study finds that while the frequency of help desk outsourcing remains low, the number of organizations that outsource help desk is up substantially from three years ago. Organizations realize a strong cost-success experience with outsourcing. Another development is that as more organizations put their applications and infrastructure in the cloud, support services are liable to follow.
IT executives need to consider their help desk strategies in light of current trends. The full study measures help desk outsourcing activity through outsourcing frequency, outsourcing amount, overall volatility, net growth, outsourcing cost experience, and outsourcing service experience. It also compares help desk outsourcing frequency and level by organization size. Finally, the report examines the sectors that are most likely to outsource the help desk function.
This Research Byte is a brief overview of our report on this subject, Help Desk Outsourcing Adoption and Customer Experience. The full report is available at no charge for Computer Economics clients, or it may be purchased by non-clients directly from our website (click for pricing).