I’m thinking of moving my Desktop Support team into a Service Desk role. This is necessitated by the cost pressures that I’m currently feeling and I need to reduce my costs ASAP. And also to make full use of my vendor’s allocated resources because currently I think there are a lot of underutilized resources within both areas. Both areas are outsourced to the same vendor.
Main drivers:
– Cost reduction
– Full utilization of the resources
– Improved first time resolution of incidents
– Reduced talk time with the users.
I know it is not what ITIL recommends, but I’m feeling some serious cost pressures at the moment.
Please share your thought.
– MaM
