Some strategic reasons for outsourcing a User Help Desk could be:

• more concentration on own core competencies
• lack of know-how or qualified staff
• higher and better performance
• optimum security
• cost effectiveness/cost reduction through lower Total Cost of Ownership (TCO)
• transparent IT cost
• faster reaction to changes
• clearly defined contacts
• more productive end users

Outsourcing offers the following potential saving:

• clearly defined and limited operational cost that can be budgeted by user and month
• lower TCO through tailored support agreements
• saving on maintenance and support expenditure for servers and client environments
• less downtime through server monitoring
• fast third level support and manufacturer support through escalation management