Help Desk Outsourcing Trends and Customer Experience

January, 2016


The number of organizations that outsource help desk work rose in 2015, halting a two-year decline during which IT organizations brought help desk operations back in-house. Help desk outsourcing is a strategy IT organizations turn to when budgets get tight. This study examines adoption trends and customer experience with help desk outsourcing. We report on the percentage of organizations outsourcing help desk (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. (13 pp., 8 fig.)
[Research Byte]