End User
Desktop services are no longer confined to the desktop. The challenge of provisioning and maintaining more complex end user computing environments is now a problem that spans every corner of your enterprise: in the office; on the factory floor; in the field – locally and around the world.
Ad-hoc methods can no longer be trusted to deliver quality desktop assistance. Although personal interaction skills are important to successful desktop support, customer satisfaction is driven by other factors including efficiency in the Install, Maintain, Add or Change (IMAC) process when faced with an unprecedented range of digital services and devices.
To reduce risk and increase performance and value, businesses need to structure their desktop service delivery standards around consistently executed, repeatable and measurable Information Technology Infrastructure Library (ITIL) based processes. To do otherwise risks not only lost productivity but compromises in digital security, asset control, licensing liability, network stability, employee satisfaction and overall, total cost of ownership.
Security, performance and costs can be improved by outsourcing to a provider with well established standards, tools and infrastructure.
Alsbridge can assist by:
- Collecting and analyzing desktop support data – including performance, cost metrics in all areas and across all devices, responsiveness, security, asset control, licensing and other dimensions of desktop service.
- Benchmarking data and establishing service level and cost goals that meet your current and forecasted needs.
- Creating desktop service alternatives for review, examining opportunities for internal organizational change and/or the use of outsourcing options based on recognized ITIL service delivery standards.
- Selecting the best options through development of Request for Proposals (RFP’s) and evaluating RFP responses for those components that deliver optimal performance for the value from the provider marketplace.
- Down-selecting one or more desktop service providers, negotiating fair and sustainable agreements with them to create accountability across organizational structures, processes, policies and procedures.
- Transitioning and implementing new services and integrating selected outsourced providers with your retained organization.
- Monitoring the success of your outsourced desktop services program as your business grows and evolves.
