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IT professionals today are finding that leaving the office behind for the day is a very difficult thing to do. With the thought of data breaches, down systems, poor response and escalation procedures looming on the horizon, it is very difficult for the CIO to get any sleep at all! According to research published by… Read more »

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The Help Desk Institute determined (from 3,000 respondents) the following; – 72% of Manage Service Provider’s o Measure, and o Are accountable for their performance. – Less than 50% of in house solutions measure and are held accountable. – An outsourced SLA is considerably more stringent than an in-house SLA.

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A recent study by MetricNet shows corporations are shrinking the number of desktop support engineers that are assigned to support the enterprise environment. Factors such as decreasing budgets, desktop virtualization, standardization of the desktop, mobilization, and remote diagnostic tools, all contribute to this trend. However, the cost per ticket is significantly increasing because of factors… Read more »

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In a recent corporate survey, the Help Desk Institute determined the top reasons why companies outsource their IT support, the responses were; – 1. COST – 49% stated cost savings was very attractive – 2. EXPANDED SCOPE OF SUPPORT – 37% stated outsourcing IT support gave them greater agility to expand their support capabilities vs…. Read more »

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Hiring talent is both daunting and exciting. There is nothing more satisfying than finding a candidate who not only looks good on paper and can live up to that expectation in person, but also fits the mold of the company culture seamlessly. Holding on to these candidates, however, is a bit more difficult. Once you’ve… Read more »

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Internal IT resources are better allocated elsewhere. Even if an internal mobile help desk could achieve the same of level of service as an outsourcer, it wouldn’t be financially viable. IT resources are limited and the business already places major demands on them. Companies are better off allocating their IT resources to strategic business imperatives…. Read more »

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Mobile support differs from traditional support. In a traditional PC environment, IT has full control over devices and applications. In the mobile world, users control the platform and the apps. The resulting diversity of mobile device attributes taxes mobile help desks. Outsourcers like ITS can better keep up with this complex, fast-moving mobile world due… Read more »

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Fast, specialized help is critical. Mobile users often have a much lower tolerance for technical problems than someone sitting at a desk. The consequences to the business can be more significant too — imagine an executive negotiating an acquisition overseas or a salesperson trying to close a deal before boarding a long flight. Companies have… Read more »

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Tracking the potential cost savings associated with outsourcing will depend on a number of factors, including the size of the company and the scope of services involved. However, any type of outsourcing engagement has a number of realized benefits beyond potential cost savings, including the following: Ability to focus on core competencies. By handing over… Read more »

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Determining which IT functions to outsource is a subjective process and is different for every company. It’s not uncommon to see companies outsource tasks that are typically time-consuming and that can be done cheaper by another company specializing in that particular area, like help / service desk and desktop support. To determine whether it’s cost-effective… Read more »