HDI Industry Benchmark Report - IT Outsourcers

Some areas of outsourced services are gaining more momentum than others. According to the recently published study IT Outsourcing Statistics 2009/2010: Outsourcing Trends and Cost Experiences for 11 Key IT Functions by Computer Economics Inc., areas showing the most growth include help desk, desktop support, data center operations and website/e-commerce systems outsourcing. Help desk outsourcing is especially predominant among large organizations.

With this growth comes additional responsibility. The Research Roundup: 2010 Service Desk Best Practices Guide, by Gartner Inc., notes that “the service desk is no longer just a trouble-ticketing mechanism or a problem-reporting station, but is the governance hub for service and support delivery to the organization.”

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