Help desk outsourcing can achieve cost reduction and greater efficiencies, but many IT decision makers encounter significant pitfalls to achieving those outcomes. All of these risks to achieving the anticipated return on investment can be mitigated up front through more effective due diligence, negotiation and transition planning.
This paper discusses the top 11 mistakes IT leaders make when seeking, negotiating and engaging help desk outsourcing arrangements. It highlights such pitfalls as pricing, ensuring continuous improvement, contract length, service delivery model and location, not understanding the true costs of support, and other vital aspects of ensuring successful outsourcing.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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