Our organisation, having grown substantially over the last couple of years and spread across geographical regions with about 3000 employees, plans are mooted to look into the feasibility of setting up a central NOC / Help desk call centre that would primarily cater to L1 and L2 support.
The IT infratstructure comprises of Single forest, single domain AD 2003 structure, running over the MPLS backbone joining 6 offices across 4 countries.
I seek advise on the following three aspects:
1. What should decide the case for outsourcing such a NOC vis a vis going for one of our own, staffed by our employees?
2. What all can primarily be handled by this NOC as a startup?
3. Apart from rental costs of premises, utility bills, staff salaries and purchased hardware/software for associated infratsructure, what else should be catered for within budgeting?
4. Anything else pertinant that I am missing out?
Pls advise!!