IT Help Desk Outsourcing Trends and Customer Experience 2017

March, 2017


IT help desk outsourcing helped establish the contemporary IT outsourcing industry. Nevertheless, the number of organizations that outsource the IT help desk dropped this year and has been on a steady decline since the end of the recession. 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. (17 pp., 8 fig.)
[Research Byte]