Help Desk is an essential service for end users to maximize your investment in technology and to attain business productivity goals. Even SMBs with in-house technical support help desk operations under perform due to lack of time, money and expertise. Many of our clients have outsourced some or all help desk operations, which has proven to be a cost effective alternative to going it alone. It may be time to consider outsourcing help desk if:

	Your help desk operations cannot meet service requirements
	Your enterprise requires centralized incident management
	Your call, email, fax or other support request volume is increasing
	Your current support solution is disorganized, informal and ad hoc
	Your enterprise has grown to include branch offices
	There is no help desk operation

Outsourcing the help desk has proven to be less expensive than employing dedicated IT support staff, especially for mid-sized to larger organizations.  However, enterprises need to determine where savings are needed, if it will improve service quality, and if business processes are outsource friendly.  Applications such as office suites and business productivity applications are obvious areas where outsourced help desk can easily succeed for many businesses.  Industry analysts have found that organizations that outsource their help desk have reduced user support cost by 13% to 27% on average.  Outsourcing is being done in roughly 2/3rds of organizations for three key reasons:

	IT cost savings
	IT efficiency
	Business value

The path for deciding the area to outsource depends on which of these reasons is your most critical corporate priority.

Outsourcing your help desk has the potential to deliver ongoing budget savings in addition to business benefits, depending on the function outsourced. It levels the playing field for small organizations.

	Decide what to outsource
	Develop a business case
	Contact us about best practices in outsourcing implementation