Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives | White Paper
Help desk outsourcing can achieve cost reduction and greater efficiencies, but many buyers encounter significant pitfalls to achieving those outcomes. All of these risks to achieving the anticipated return on investment can be mitigated up front in the planning, provider selection, and contract negotiation phases.
This paper discusses the top 11 mistakes buyers make in when planning and negotiating help desk outsourcing arrangements. It highlights such pitfalls as pricing, not ensuring continuous improvement, contract length, service delivery model and location, not understanding the true costs of support, and other vital aspects of ensuring successful outsourcing.