Do you know what it really costs to operation your Service Desk? If your organization has not addressed Total Cost of Ownership, you are probably experiencing out-of-control cost increases and reduced service quality for end-user support. To best illustrate the process and results of evaluating your total cost of ownership and determining the optimal service desk strategy, CompuCom shares a real world experience.

In a challenging economy, companies are constantly searching for opportunities to reduce Information Technology (IT) spend without compromising service delivery. Managers spend countless hours evaluating service models, including Service Level Agreements (SLAs), current providers, and the decision on whether to outsource or maintain an in-house solution. There is no universally correct resolution to these issues. To find the right solution for your organization you must first answer the question: Do you know what it costs you to operate your service desk? Once you know your Total Cost of Ownership (TCO), you can then determine your strategic direction and implement the best solution for your organization. Whether you decide to maintain operations in-house, outsource or a combination of the two, using a few industry recognized parameters can guide you to the solution that best fits your business requirements.