Outsourcing The Help Desk Function

Abstract

Cost, performance, and service demands are just some of the issues driving organizations to outsource all or part of their help desk functions. Selecting an appropriate vendor and preparing a detailed contract are key to forming a cost-effective and productive relationship that gives both the organization and the vendor a competitive advantage. A six-step approach helps IS managers delineate the goals, requirements, and terms on which such a relationship is based.

Additional information

Notes on contributors

Fritz H. Grupe

FRITZ H. GRUPE is a professor of CIS at the university of Nevada, Reno, who conducts research in artificial intelligence and computing resources management