Desktop Support Outsourcing Trends and Cost Experience

April, 2010


Outsourcing of desktop support is a popular strategy for controlling costs related to PC hardware, software, and maintenance. This study examines the percentage of organizations outsourcing desktop support (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present the cost experience, which provides insight into the risk IT organizations take in turning to outside service providers. This statistic measures the percentage of organizations that find outsourcing desktop support costs more, the same, or less than expected. We also show how these trends differ by organization size and sector and examine the surprisingly substantial role played by offshore outsourcing. (19 pp., 13 figs.)
[Research Byte]