Desktop Support While Outsourcing

By Lynn Alley, Director, TPI

Thanks to TPI Top 5 reader Ryan H. for suggesting our latest topic.

One of the most frequently outsourced business support functions is the desktop environment. Companies commonly combine desktop sourcing  with their infrastructure services and service desk(s). 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:

1. Asset life cycle management. The loss of assets and improper accounting of purchased and leased assets is one of the most significant costs associated with an enterprise’s desktop environment. Asset life cycle management runs from acquisition to disposal, and companies continually struggle to implement solutions that properly track and manage their technology assets. This is particularly important today as businesses consider refreshing their hardware and software assets.

2. Image management. Maintaining standard desktop configurations in a global enterprise model — with its inherent trade compliance issues — has become a great challenge for most corporations. Improper management means greater support and maintenance costs. Implementing offshore software build, engineering, and testing centers has created compelling cost reductions for this component of desktop support. Remote software distribution solutions successfully reduce costs further, though cost and technical challenges remain for deployment to some remote, non-networked devices. 

3. Break/fix support outside the warranty envelope. Break/fix support will retain its relevance even as most organizations are attempting to move support away from the expensive desk-side and to a level 0/self-help solution. A variety of solutions exist for providing break/fix support worldwide, even in very remote locations. Coupled with diagnostic technologies and leveraged resources, monthly costs can be greatly reduced.

4. Installs, moves, adds and changes (IMACs). Many organizations cannot adequately quantify and forecast their IMACs for hardware and software at the desktop — particularly for hardware. It’s no surprise that, in turn, it is also a difficult cost to predict in a sourcing arrangement. Contract language and definition in this area can eliminate significant contractual disputes once IMACs are sourced.

5. Creating and managing a scalable “follow the sun” software support model. Remote management for global enterprises with multiple language requirements (both verbal and written communications) is a significant part of monthly desktop support costs. A “best-shore” approach to providing this 24x7 support has yielded cost reductions and improved service for many enterprises.

One of the most frequent concerns associated with outsourcing desktop services is whether a company is paying a fair price for the services it receives. Industry cost comparisons are difficult to ascertain at a glance since the scope is highly variable. TPI’s End User Computing Competency Center advisors assists companies in identifying answers to ensure that substantial and sustainable improvements in business operations are realized.

Have any desktop sourcing best practices to share? I would like to hear about how your organization has mastered this function and improved operations.

Comments

[Cheap Used Computers]

This blog has been very beneficial in contact of knowledge which this blog is providing about outsourcing.

[Offshore Outsoucing]

An informative article. Thanks for sharing this info post.

[outsourced computer support]

Now days are coming for outsourced support. Everyone should use it to save money and time also. Thanks for such nice article.

[Joe]

Found this great site, offers all kinds of IT Network Services, http://www.global-serve.com

[Urlaub in Germeny Auf Sylt]

Ein Kompliment für diese tolle Seite.
Eigentlich bin ich durch Zufall darauf gestoßen und dachte mir,
einen netten Eintrag und viele Grüße zu hinterlassen.
_____ \\\!!!///____
______( ô ô )_____
___ooO-(_)-Ooo___
Vielleicht schauen sie mal auf meiner Homepage vorbei!

[cheap computers]

I think this is particularly important today as businesses consider refreshing their hardware and software assets.

[Mckay30Earlene]

People deserve good life time and business loans or just bank loan will make it better. Just because people's freedom depends on money.

[Xander]

Thanks for the post! I wonder what search engine you use to find the desired film? I use rapidshare SE ( http://rapidqueen.com ), and you?

[nike shox NZ]

This is the best chapter I've read your blog ah very own characteristics ah! I like this style ah

[Refurbished Computers]

Outsourcing is a very new term and very few people's know completely about it. People's like you should come forward and spread such information as per their capabilities. Thanks for such a informative article.

[Cheap Coach Bags on Sale]

every thing about cameroun is fake,
their independence day 01/01/1960 is never honored, yet they celebrate may 20th as national day, they say their country was colonized by germany, false, it was colonized by the french, they say southern cameroons is a part of their country, false, southern cameroons is another country who had hers own independence from UK 10/01/1961. the germans had no colonies but territories
and kamerun was made up of five diffrent
states all are independent countries today.CAMEROUN call the plescite union
as re-unification, false infact its unification, since both countries were never one in history. They call victoria LIMBE , false the right name is victoria , the citizens of this town never held a council vote to change the name of the belove town. ahijo did that by just a radio annoncement.

[Refurbished Computers]

It's really glad to read about the following topic which has enhanced my knowledge regarding topic and plus has given alot of ideas which I can think on.
So I would say thank you to the blog owner for providing this amazing information.

[refurbished computer]

The blog has a full of information which I have been looking for and not only this it also helps us in getting the correct facts and figures. The blogger has done a really good work in updating his blog. Keep it up

[cheap used hp computers]

While there is a clear surge of IT infrastucture outsourcing activity in the energy sector in Europe, much of it is second generation outsourcing. In tbis instance EDF Emergy is looking to reduce the operating costs of desktop support while delivering an updated service to end users. Other important factors cited by the client were Capgemini's expertise in data security, its commitment to EDF Energy's sustainable IT program and its proposals to reduce power consumption while maintaining and enhancing service levels.