If outsourcing an IT service desk can cut costs and increase the level of service to end users without sacrificing quality or impacting competitive advantage, it’s clearly something that IT managers should examine.
Farmington Hills, MI (PRWEB) May 22, 2012
When considering whether or not to outsource a service desk, identifying an organization’s pain points can make the answer crystal clear. To help CIOs and IT managers do just that, Logicalis, an international IT solutions and managed services provider, today released a checklist of the top three reasons IT managers should consider a service desk.
“Certain IT functions contribute to the competitive advantage of an organization,” says Dan Pellegrini, director of SaaS for Logicalis. “But running a service desk is not usually one of those functions. If outsourcing an IT service desk can cut costs and increase the level of service to end users without sacrificing quality or impacting competitive advantage, it’s clearly something that IT managers should examine.”
Pain Points that Make Service Desks Worth Examining
1. Employee Turnover. Companies that manage their own in-house service desks face significant issues related to high employee turnover. Service desk positions are often entry-level, and unless an organization offers a career path in-house, replacing and retraining employees can become a sizeable pain point. Third-party service desks, however, are typically much larger and retain employees with career paths from Level 1 to 2 and managerial roles, keeping talented personnel on staff and offering a better level of service to clients as a result.
2. Quality of Service. Internal service desk staff members only see the problems related to their own organization, whereas external service desks serving multiple clients simultaneously see a myriad of problems and solutions, with agents sharing fixes with one another daily. “We have nearly 100 help desk agents in one room communicating on how they solved a problem at a customer’s location,” Pellegrini says, “giving each agent a higher skill level in servicing their own clients.” External service desks that are run by solution providers also have direct lines of communication with IT vendors that individual in-house service desks do not, saving time and frustration when solving IT challenges.
3. Overhead Cost. External service desks count on a shared pool of trained resources to reduce the burden on other staff members when one calls in sick or takes a vacation, something that can be a significant drain on smaller in-house service desks. They also rely on their volume and significant toolsets to drive down the price per incident, an advantage for their customers who are charged per incident rather than for the full overhead of a permanent staff. “If a company’s business changes and they have fewer incidents, they can only reduce the cost of an in-house service desk by letting people go,” Pellegrini says. “But external service desks’ shared resource model allows them to review incident reports periodically, offering a plan that can flex in price to match their clients’ business needs.”
“Outsourcing a service desk is something every company should consider to reduce cost and improve service,” Pellegrini says, “particularly when running the service desk in house won’t change the needle on the business’ competitive advantage.”
What are IT pros’ concerns with outsourcing their service desk?
Want to learn more about Logicalis’ service desk?
Logicalis is an international IT solutions and managed services provider with a breadth of knowledge and expertise in communications and collaboration; data center and cloud services; and managed services.
Logicalis Group employs over 2,500 people worldwide, including highly trained service specialists who design, specify, deploy and manage complex ICT infrastructures to meet the needs of over 6,000 corporate and public sector customers. To achieve this, Logicalis maintains strong partnerships with technology leaders such as Cisco, HP, IBM and Microsoft.
The Logicalis Group has annualized revenues of over $1 billion, from operations in the UK, US, Germany, South America and Asia Pacific, and is fast establishing itself as one of the leading IT and Communications solution integrators, specializing in the areas of advanced technologies and services.
The Logicalis Group is a division of Datatec Limited, listed on the Johannesburg and London AIM Stock Exchanges, with revenues of approximately $5 billion.
For more information, visit http://www.us.logicalis.com.
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