Gartner Research

Toolkit Sample Template: Best Practices for Help Desk Outsourcing Service Levels

Published: 13 April 2007

ID: G00147180

Analyst(s): Richard T. Matlus, William Maurer, Christopher Ambrose


Organizations must tailor service levels to fit their business requirements to properly measure and manage their outsourcing deals at the right cost. Use this report and the attached tables to develop the correct service-level template for your help desk outsourcing contracts.

Table Of Contents
  • Good Service Levels Can Help Achieve Many Benefits
  • Get Started by Understanding Definitions
  • Use These Key Service-Level Attributes and Tenets
  • How to Use Penalties and Incentives
  • Use the Tables in the Attachment to Craft Service Levels

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