Cost savings from outsourcing the desktop support function are positive, but declining service levels are bogging down growth in these services. This report 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, and show how use of these services differs by organization size and sector. We conclude with factors to consider when evaluating options for outsourcing this function. (17 pp., 8 fig.)
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