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Outsourcing Support & Technology Refresh

By chris.odell ·
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.

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Outsourcing Support & Technology Refresh

by Jeff Finney In reply to Outsourcing Support & Tec ...

One contract would certainly be easier to administrate. You may get a better price for overall services by splitting it out to different companies. One problem with seperate contracts is trying to measure response accordingly. To users PC repair may mean the printer is not working. The printer repair is outsourced to company XYZ. PC repair is handled by company ABC. Who gets the back mark when the printer is not fixed for 2 days when the SLA specifies 1 day response. The user is going toblame IT period not company XYZ or company ABC. It is also hard to get company XYZ or ABC to say where the delay was. If you want to talk more about the issue. Email me at finneyjw@bp.com

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Outsourcing Support & Technology Refresh

by chris.odell In reply to Outsourcing Support & Tec ...

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Outsourcing Support & Technology Refresh

by jreynolds In reply to Outsourcing Support & Tec ...

If you are looking for multi-year financing to start a technology refresh cycle, you may be able to get the best deal from a company that can provide both the hardware and the installation and ongoing support. Otherwise, you probably can purchase the hardware separately at less cost and then contract for the installation and ongoing service of the hardware and software. If you are interested in a contact with a company which can do both or either in Texas, feel free to send me an email. Having been on both sides of the outsourcing issue, I concur with the previous response that your maintenance is better off contracted through one vendor. Even if they sub-contract specific technologies, you still have one point of contact and one contract on which to manage the service levels.

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Outsourcing Support & Technology Refresh

by chris.odell In reply to Outsourcing Support & Tec ...

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by chris.odell In reply to Outsourcing Support & Tec ...

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