[jsfg_cinti] Outsourcing can triple desktop support costs

http://management.silicon.com/itdirector/print.htm?TYPE=story&AT=39131428-39024673t-40000031c

Outsourcing can triple desktop support costs
by Andy McCue - silicon.com
June 27, 2005

Outsourcing IT can more than triple the cost of 
desktop PC support for businesses, according to 
a new study. 

Management consultancy Compass conducted a global 
desktop study over four years to the end of 2004, 
and found that outsourcing can result in hidden 
costs through the increasing amount of self-support 
end users are forced to undertake. 

The study revealed self-support costs increase as 
more desktop support is outsourced, from £214 per 
user if 10 per cent of the desktop service is 
outsourced to £672 per user if 40 per cent of the 
service is outsourced. 

Further knock-on effects of users trying to fix 
their own desktop problems are inconsistencies 
between standard configurations and possible 
problems down the line as a result of DIY fixes, 
which can add to the central desktop support 
effort and cost. 

Andy Gallagher, head of consulting for Compass 
Management Consulting, said businesses should 
think twice before outsourcing first line 
support or the service desk function. 
...




                
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