Gartner Research

Essential Steps in Deciding Who Provides ITSSM Tools and Processes When Outsourcing the Service Desk

Published: 16 November 2016

ID: G00303025

Analyst(s): Chris Matchett, Mark Ray, Daniel Barros , Jim Longwood

Summary

The digital business race is changing the way organizations source IT services, requiring agility and adaptability above all. To secure those, sourcing and vendor management leaders outsourcing the service desk must strategize for ITSSM tools and process accountability before signing the deal.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Step 1: Build a Cost-Benefit Business Case for Replacing the Current ITSSM Tools
    • Recommendations for Sourcing Executives Outsourcing Service Desk Services
  • Step 2: Evaluate the Impact of Breaking the Provider's Value Chain by Dictating the ITSSM Tools and Processes
    • Recommendations for Sourcing Executives Outsourcing Service Desk Services
  • Step 3: Analyze the Impact of the ITSSM Tools and Process Ownership in Your Organization's Multisourcing Environment
    • Recommendations for Sourcing Executives Outsourcing Service Desk Services
  • Step 4: Define the Accountability for the ITSSM Tools and Processes
    • Recommendations for Sourcing Executives Outsourcing Service Desk Services

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