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Avoiding the Dark side of Help Desk Outsourcing

En Pointe Global Services

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.

Tags : en pointe global services, outsourcing, help desk, it service delivery, single point of contact, spoc, roi
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Published:  Jan 25, 2010
Length:  6
Type:  White Paper