Help Desk White Papers

Series 300: Help Desk Services

• Outsourcing the Helpdesk

  Excerpt: Any company that wants to cost-effectively manage their helpdesk needs to be able to evaluate when it makes the most business sense to consider external support. Determine your company's needs:

• What is a Service Level Agreement and why are they important?

  Excerpt: With outsourcing so prominent, organizations need to protect themselves; this is where a Service Level Agreement, or SLA, comes into play. An SLA, is a legal binding contract between two parties, in which an internal or external IT Support Center provides service(s) to the second party for an agreed upon amount of money.