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https://www.computereconomics.com/article.cfm?id=2761
As shown in Figure 2 from our full report, Desktop Support Outsourcing Trends and Customer Experience, only 21% of organizations outsourced at least some of their desktop support work in 2019, which is a slight drop from 22% in 2018 but the same as 2017. Essentially, the outsourcing of desktop support has been flat for the last three years after a major dip from 2015 to 2016.
https://www.computereconomics.com/article.cfm?id=2760
Purchase "Desktop Support Outsourcing Trends and Customer Experience" December, 2019 Cost savings from outsourcing the desktop support function are positive, but declining service levels are bogging down growth in these services.
https://www.computereconomics.com/article.cfm?id=1724
We assess desktop support outsourcing activity with four measures: frequency, level, net growth trend, and volatility. We also assess the customer experience as determined by our cost-success and service-success ratings. The report examines the five-year trend in desktop support outsourcing frequency and level and provides recommendations on desktop support outsourcing.
https://www.computereconomics.com/article.cfm?id=1907
In fact, desktop support outsourcing has the highest cost-success experience rating of any outsourcing service that we rate. As shown in Figure 5 from our study, Desktop Support Outsourcing Adoption and Customer Experience, 34% of customers find that desktop support outsourcing costs less than performing the same function in-house.
https://isg-one.com/events-landing/2019/bay-area-digital-executive-dinner-series/desktop-support-while-outsourcing
Generally, the main cost drivers for outsourcing desktop support services revolve around the locations where people require support and receive services — whether it’s at the service desk, remote support or onsite. In a pure desktop environment, these five components tend to represent the highest costs on a per-seat, per-month basis:
https://www.cdw.com/content/cdw/en/articles/managedservices/2017/09/14/how-outsourcing-can-transform-the-customer-experience.html
Sep 14, 2017 · Trend Article How Outsourcing Can Transform the Customer Experience Outsourcing IT services provides improved security, increased flexibility and 24/7 support …
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