Desktop Support Outsourcing Trends and Customer Experience 2013

December, 2013


Desktop support outsourcing has regained its popularity in the past two years as many IT organizations upgrade their help desk to handle more complex issues. This study examines adoption trends and customer experience with desktop support outsourcing. We report on the percentage of organizations that outsource (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector. (16pp,. 8 fig.)
[Research Byte]