Help Desk Outsourcing Not Widely Embraced, But Rising

摘要

The decision to turn over an organization's IT help desk function to a third-party service provider has a long and varied history. It is one of the services that helped establish the contemporary IT outsourcing industry. Even so, our research shows that help desk outsourcing is not as common as one might think: just slightly more than one-third of IT organizations currently rely on service providers to perform the help desk function.