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Outsourcing LAN/Desktop Support: Lessons from the Front

In recent years, the LAN/desktop support environment has been one of the most often attempted — and often failed — processes outsourced. Environmental complexity, combined with a wide range of end-user expectations, often doom the outsourcing engagement from the outset. This track will present experiential information regarding successful and unsuccessful tactics for outsourcing this complex and expanding function.

Critical Success Factors: Benefits:
* Understand the vendor landscape for LAN/desktop outsourcing — who does what, how, and where
* Learn help desk and technical support strategies and best practices for managing the distributed computing environment
* Hear about successful tactics for using and managing outsourcing to effectively deliver LAN/desktop support services		 * Make better partnering decisions by understanding which vendor capabilities best match your needs
* Improve your management and support of the LAN/desktop environment by using a world class implementation and support organization maintained by the use of outsourcing
* Control the costs of the LAN/desktop environment through a better understanding of insourced and outsourced cost drivers

  1. Help Desk Outsourcing: Trends and Misconceptions
    Kurt Johnson, Program Director, Services and Systems Management Strategies, META Group

  2. Outsourcing Help Desk Operations: A Framework for Evaluation and Implementation
    Ron Keys, Principal Consultant, Onsett International Corporation

  3. LAN/Desktop Services Outsourcing: Managing the Chaos
    Patrick McBride, Vice President Services & Systems Management, META Group

    1. Help Desk Outsourcing: Trends and Misconceptions

    Kurt Johnson, Program Director, Services and Systems Management Strategies
    META Group
    Tuesday, 2:00-2:50 p.m.
    Today’s help desk environments continue to come under pressure and many organizations look to outsourcing as a silver bullet which offers increased service quality and cost savings. Unfortunately those outsourcing the help desk to get rid of the headache and reduce costs often end up disappointed with the results.

    This session explores and identifies the right way of approaching a help desk outsourcing project and the trends shaping the market. This will conclude with advice to both vendors and users when entering into a help desk outsourcing relationship.

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    2. Outsourcing Help Desk Operations: A Framework for Evaluation and Implementation

    Ron Keys, Principal Consultant
    Onsett International Corporation
    Tuesday, 3:00-3:50 p.m.
    Traditionally insourced to protect the coveted IT customer relationsihp, help desk operations are being re-examined as a potential outsourcing candidate. Correctly done, outsourced help desk operations can not only reduce costs but increase customer satisfaction. This session will present a framework for evaluation and implementation of help desk operations outsourcing. It will include key planning and analysis steps, techniques for integrating within the organization, and tools for measuring and monitoring the outsourced help desk operation.

    Key Issues:

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    3. LAN/Desktop Services Outsourcing: Managing the Chaos

    Patrick McBride, Vice President Services & Systems Management
    META Group
    Tuesday, 4:00-4:50 p.m.
    The rapid rate of technology turnover is forcing many users to explore LAN and desktop sourcing alternatives. Not withstanding the industry hype and vendor glossies, most of the LAN/desktop management offerings are sill relatively immature. Moreover, many users are currently underwhelmed with the level of services they are experiencing in these deals. In order to successfully procure LAN/desktop support, organizations must understand current market realities, clearly define support requirements and scope, and set realistic expectations within these constraints.

    Key Issues:

    • LAN/desktop or PC lifecycle: outsourcing — What exactly it is
    • Are vendors really cheaper
    • How mature is the market and which vendors can deliver what services
    • How to select, manage and measure a vendor
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