Our agency has been discussing the opportunities surrounding outsourcing our deskside support opperations and hardware replacement. Deskside support, or Seat Management, includes installation, trouble-shooting, breakfix, moves, adds, changes, training, etc. We also must move toward a regular replacement cycle for all hardware in the agency except the mainframe glasshouse. The commitee has several differing viewpoints as to the best overall solution, from one contract for all services and hardware to separate contracts each for services and hardware refresh. I would like ideas and opinions on best practices for addressing this situation.
