Desktop Support Outsourcing Trends and Customer Experience 2011

April, 2012


Companies can reduce costs through outsourcing the desktop support function, but caution is advised as service received by IT users can decline as well. In this study, we assess desktop support outsourcing activity with four measures: frequency, level, net growth trend, and volatility. We also assess the customer experience as determined by our cost-success and service-success ratings. The report examines the five-year trend in desktop support outsourcing frequency and level and provides recommendations on desktop support outsourcing. (19 pp., 12 figs.)
[Research Byte]