Trends Report

Brief: Choose The Right Service Desk Sourcing Strategy

Select From One Of Four Profiles To Make Your Decision

January 1st, 2018
With contributors:


The service desk is a key point of interaction between the technology management team and the business workforce that uses the technology and tech services. It is an important source of data about the customer, end user, and employee experience Infrastructure and operations (I&O) professionals often find that they lack in-house capabilities for automation and workforce empowerment and have difficulty hiring skilled people to support their complex services. This report provides I&O professionals with four sourcing profiles to help them choose the service desk sourcing strategy that will best suit their teams, firm, and customers.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.