Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives | White Paper

White PapersHelp 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.

2 Comments on "Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives | White Paper"

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  1. Linda Koch says:

    One point in this article is not to pay on a per ticket or per incident basis. It is encourages demand based contracts. What types of pricing mechanisms accomplish this?

  2. kathleen.goolsby says:

    Linda, you asked about other types of pricing mechanisms. Although there are several pricing models for outsourcing services, it’s important to remember that a pricing model is not a one-size-fits-all situation. The model must trigger win-win behaviors from both the provider and buyer; otherwise, the model will ultimately lead to failure. The parties may also need to change the pricing model during the relationship in order to support a win-win if the business circumstances of either party change. You can read more about pricing models from a win-win approach at our Outsourcing Center blog (outsourcing-buzz-blog.com) on this page: http://bit.ly/hGdeCm

    Kathleen Goolsby, Senior Writer
    Outsourcing Center

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