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.
Posts Tagged: help desk
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 »
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 »
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 »
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 »