IT Help Desk Outsourcing Trend and Customer Experience

October, 2011


Companies can dramatically reduce costs through outsourcing the help desk function, but caution is advised. Service levels can decline as well. In this study, we measure help desk outsourcing activity in four ways: outsourcing frequency, outsourcing amount, outsourcing cost experience, and outsourcing service experience. The study also examines the rate at which organizations use offshore service providers and the amount of work typically offshored. Finally, the report examines the five-year trend in help desk outsourcing frequency and amount to determine whether the outsourcing of this function is growing or shrinking. (20 pp., 14 figs.)
[Research Byte]