question archive Your IT department would like to outsource the "service desk function" to a third-party service provider
Your IT department would like to outsource the "service desk function" to a third-party service provider
Subject:Computer SciencePrice: Bought3
Your IT department would like to outsource the "service desk function" to a third-party service provider. The third-party service provider will have to provide 24/365 (hours/days) service for your global organization with offices in North America, Asia, Europe, and the Middle East. What service desk organization structure will you pick for this outsourced initiative and how does it add value to business? (You may consider hybrid structures if you wish). Briefly describe a challenge you will face with a technology (technical management function) and a challenge with staffing roles involved with this outsource service during operation. Furthermore, your IT department has decided to implement a custom application for the service desk staff to use to service global clients. Briefly describe what role application management and application development processes play in this custom application. List three (3) potential requirements you may want to include in your "Follow the Sun" SLA. Keep in mind that all offices may not use the same technology and do not speak the same language.
