- Significant administrative work and up-front costs are required to outsource the service desk, and poor planning often results in project failure and decreases in end-user satisfaction.
- A complete turnover of the service desk can result in lost knowledge and control over processes.
- The service desk represents all of IT. Its processes are critical to the effective and timely delivery of IT services.
Our Advice
Critical Insight
- If you are outsourcing only to save money, you will fail. The goal of outsourcing should be to improve key service metrics, not reduce costs.
- Don’t sweep your service desk problems under the outsourcing rug. Poor processes won’t disappear by outsourcing; they’ll merely be relocated. Take the time to define processes and standardize workflows before outsourcing.
- Don’t let the outsource service provider dictate your services and service levels. Set clear expectations for service up-front, and have an exit strategy in case service levels are not met.
Impact and Result
- Outsourcing should ultimately be motivated by the end-user experience; cutting costs should not come at the expense of a drop in service quality.
- A maturity assessment will help determine whether or not outsourcing is applicable for the current state of your service desk.
- Design a comprehensive outsourcing strategy in order to support the development of a detailed RFP.
- Evaluate RFP responses using a detailed interview process. Working with your top candidate before you sign a contract will allow you to determine a cultural match between both parties.
Member Testimonials
After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.
10.0/10
Overall Impact
$50,000
Average $ Saved
90
Average Days Saved
Client
Experience
Impact
$ Saved
Days Saved
Adler University
Guided Implementation
10/10
$50,000
90
Cross Country Mortgage, Inc.
Guided Implementation
10/10
$29,923
2
CNX
Guided Implementation
9/10
$12,733
2
Lamb Weston
Guided Implementation
8/10
$12,733
2
Graymont Limited
Guided Implementation
10/10
N/A
20
Ministry of Government & Consumer Services - Government Services Integration Cluster
Guided Implementation
10/10
$25,000
20
Onsite Workshop: Outsource the Service Desk
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Prepare Your Service Desk for Outsourcing
The Purpose
- Assess your service desk maturity.
- Develop a plan for preparing for outsourcing.
- Assess the cost of outsourcing.
Key Benefits Achieved
- Improved service desk maturity.
- Clear definition of outsourcing project structure.
- Understanding of total cost of outsourcing.
Activities
Outputs
Assess service desk maturity.
- Service Desk Maturity Assessment
Design your tiered service desk.
- Service Desk Cost Estimate
Create an outsourcing decision matrix.
Complete a service desk feasibility assessment.
Module 2: Develop Your Outsourcing Strategy
The Purpose
- Prepare an outsourcing strategy based on the current and future state of the service desk.
- Identify goals and objectives, risks, constraints, and metrics.
Key Benefits Achieved
- A clear vision for what your outsourced service desk seeks to achieve and how you are going to achieve it.
Activities
Outputs
Identify roles and responsibilities.
- Outsourcing Strategy
Identify goals and objectives.
Outline potential risks and constraints.
Define tension metrics to balance reporting.
Module 3: Develop Your Outsourcing RFP
The Purpose
- Build a comprehensive RFP based on the outputs of your strategy and the activities in this module.
Key Benefits Achieved
- Identification of current and future requirements.
- Distinction made between outsourced and retained services.
- Detailed RFP to ensure respondents are the right-sized fit.
Activities
Outputs
Identify current and future requirements.
- Service Desk Outsourcing RFP
Outline ITSM solution requirements.
Define in-house and retained service desk functions.
Complete RFP.
Module 4: Select a Managed Service Provider and Manage the Transition
The Purpose
- Develop a process for evaluating RFP responses, selecting an outsourcing partner, and managing the transition.
Key Benefits Achieved
- Defined evaluation process for RFP responses.
- Clear exit conditions.
- Identification of roles for both parties involved.
Activities
Outputs
Develop interview questions for candidate managed service providers and client references.
- MSP Interview Script
- Client Reference Interview Script
Score RFP responses.
- RFP Scoring Summary
Identify roles and responsibilities.
Develop exit strategy.
- Exit Strategy