Managed Services -
Service Desk Assessment

Assessed a client's outsourced service desk that continued
to experience too many breaks and developed analytics and benchmarks resulting
in rebid of contract with 25% cost savings per year

Our Client

• Client’s parent company had outsourced service desk management including Tier 1-3 incident & problem management​
• Client believed that the costs were not in line with the services being delivered

Our Engagement

• Performed detailed review of vendor’s contract, ticket volumes and details, costs for the prior 12 months and services being performed​
  
• Compared vendor’s services to Gartner Benchmarks and vendor’s prices to market pricing from various sources​
  
• Developed analytics to evaluate the cost trends and to predict future costs based on projected ticket volumes​
  
• Exposed that the vendor’s cost for similar services were almost 300% greater than the market​
  
• Presented various options including rebidding contract, renegotiating with the vendor and insourcing​

Our Results

• Client selected option to renegotiate with current vendor and saved $250K/year but maintained continuity of the service desk and minimal disruption
• The initial rebid of the contract by another vendor could have resulted in a 25% savings or $350K per year​