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Outsourcing |
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Information Technology Outsourcing With the growing complexity of the computing industry organizations are examining their IT services and trying to reduce their costs by using outsourcing. Help Desk services is
an area where cost savings are consistently met by outsourcing. Organizations should consider outsourcing even in situations where it is more expensive, if it enables the IT department to allocate its resources to
critical or high-priority business initiative. Candidate tasks for outsourcing include the following: Day-to-day:
Tasks that are well understood, repetitive, stable or slowly evolving and non-strategic are excellent candidates for outsourcing. Examples include hardware installation and maintenance, support for legacy, desktop shrink wrapped applications (e,g, Microsoft Office, Lotus Notes), asset management, and software upgrades.
Specialized: Platforms and applications that represent a small part of the installed base also are good candidates for outsourcing. The organization will have difficulty supporting these specialized assets
because it will not be able to develop sufficient expertise. An example is an organization with 1,000 Windows PCs but only four Macintoshes in the graphics design department. In this case the organization could
outsource all of the work associated with the Macintosh asset base. Expertise Transfer: Working with outsourcers during the implementation of new technology can be useful for moving the internal IS staff up
the learning curve more quickly and providing additional labor resources. This will be especially useful for wide-scale migrations (e.g. Windows 2000 Migration) that will require changes to all aspects of
the installed base, including hardware, operating systems, and applications. Extending time and geographic coverage: Outsourcers can be used to extend coverage when the help desk is closed. This would be
especially useful for mobile computer users and location-independent workers. Outsourcers also can be used to cover satellite locations (e.g. bank branches), which could be scattered across a wide geographic area.
Outsourcing your Help Desk can be a powerful tool for achieving a competitive advantage. To ensure success, outsourcing must be a strategic enterprise decision based upon specific business requirements and must include
step-by-step plans for the transfer of support to the service provider. PCHS is available to provide outsourced, in-sourced, and remote support for Information Technology departments. Our business model
allows us to create a solution specifically designed to your organization's needs.
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