The outsourced service desk: IT Outsourcing

Service Desk

call

solution

Support group

1st line

2nd line

3rd line

organisation

support

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Discuss the Call Center / Service Desk situation in an outsourced or IT Outsourcing scenario.

• What about managing the processes that start at the service desk?

• What about responsibility and accountability

• How do you improve the results of your outsourced Call Centre/Service desk??

More information on outsourcing: IT Outsourcing