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IT Help Desk Outsourcing

IT Help Desk Outsourcing Trends and Customer Experience 2021

March, 2021

$195.00

The decision to turn over an IT organization’s help desk function to a service provider has a long and varied history. It is one of the services that helped establish the contemporary IT outsourcing industry. Even so, our research shows that help desk outsourcing is not as pervasive as one might think. In this report, we analyze 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.)
[Research Byte]

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DISCLAIMER:

Avasant's research and other publications are based on information from the best available sources and Avasant's independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.

 

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