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 failed to bounce back in this time of relatively strong economic conditions. This report 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 data on cost and service experience and on how these trends differ by organization size and sector. We conclude with some key questions to consider. (17 pp., 8 fig.)
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