Outsourcing various IT functions is a tricky bit of business at best, with emotions running high over the idea of putting people out of work in the name of saving money on the bottom line. Still, outsourcing of discrete operations just makes sense for certain areas of the enterprise.
According to a recent posting from Computer Economics, the help desk is a people-intensive operation—often comprising 8 percent or more of the typical IT staff—and can benefit from investments in systems that support repetitive processes, all of which make it a prime target for commoditization as a packaged service. The researcher was surprised to find, however, that the percentage of organizations outsourcing this function is relatively low and has been declining over the past few years.
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