Gartner Research

Toolkit: Service Desk Outsourcing Statement-of-Work Best Practices

Published: 25 July 2018

ID: G00364829

Analyst(s): Gilbert van der Heiden , Daniel Barros , DD Mishra , Vikas Bhardwaj


The service desk is a frequently outsourced IT function. Although the associated market is mature, it often does not deliver high levels of customer experience. Sourcing and vendor management leaders should use this Toolkit to greatly enhance their ability to deliver successful deals.

Table Of Contents

When to Use

  • The Challenge

Downloadable Attachments

  • Directions for Use

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