Legal Services

When an organisation decides to outsource its Service Desk function, the decision is usually driven by the desire for improved efficiency, greater expertise and raised levels of service. After all, why struggle with trying to deliver a service yourself when you can draft in experts to handle it with a much greater degree of proficiency?

For efficient Service Desk management, never underestimate the importance of an accurate and comprehensive “ticket”. This contains a record of all the things that occur when looking to resolve a particular user Incident or Request.  Each time a new Incident or Request occurs, a new ticket is raised.  When new information comes in or actions are taken to resolve an Incident or Request, these are recorded in the existing ticket.

It can sometimes be challenging for CIOs, IT Directors and other Senior IT Managers within the business to get the CFO or The Board’s buy-in for an IT project. Many find it even more difficult when they are considering proposing a managed service model, where the third party manages the IT Service Desk and/or parts of IT support, taking over an in-house function.

The CFO will want to know what the benefits are especially in financial terms: how does it save the company money? What are the risks involved? And finally, why would using a provider be better than keeping the activities in-house?