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Companies Investing in Internal Help Desks

09/18/2014 by: The SunView Team

IT outsourcing is down compared to 2013 and much of the change comes as companies work to invest in internal help desk systems as part of broad IT service management investments. According to a recent eWeek report, a Computer Economics study found that the percentage of IT budgets being devoted to outsourcing has been 10.2 in 2014. This is a slight decline from 10.6 percent last year. In 2012, IT teams were spending 11.9 percent of their budget on outsourcing. The decline comes largely because organizations are working to take more control over their help desk, application maintenance and desktop support operations.

Moving back to internal help desk
John Longwell, vice president of research for Computer Economics, told the news source that organizations are moving back to internal help desk for a variety of reasons.

"There may be a number of reasons why there is a downward trend in the number of organizations outsourcing the help desk function," Longwell told eWeek. "The most important is going to be poor customer experience. You can save money by outsourcing help desk, but it may not be worth it if it creates dissatisfaction among your users. Another factor is that as more organizations adopt an IT service management approach, the help desk becomes the main way the IT organizations connect with users, and a service organization would not want to give up that function."

While outsourcing declined in light of more organizations putting money into in-house help desk systems, the small drop in spending comes largely because many companies are still spending heavily in areas like application hosting.

With many organizations turning to the cloud to host their applications, technology leaders need to figure out how to align their service management strategies with their cloud plans.

Getting service management plans ready for the cloud
Implementing cloud solutions inherently takes some control away from IT teams. The result is a situation in which supporting end users can become more difficult. However, the cloud landscape is changing. Many experts agree that companies aren't just looking at the cloud as a cure-all or something to avoid. Instead, businesses are picking and choosing when to implement the technology and, in the end, adopting a hybrid IT infrastructure that features internal, cloud and externally hosted systems.

This hybrid IT environment often makes advanced IT service management functionality more important because technology leaders need to integrate data between all of these services and potentially work with partners to handle many management tasks.