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Desktop Outsourcing: All that a CIO Needs to Know

By CIOReview | Wednesday, August 31, 2016

There is no doubt that Desktop Outsourcing is popular among CIOs in the current business scenario as it provides relief from a variety of infrastructural management headaches. However they must ensure that a service-level agreement (SLA) is implemented to keep the organization safe from the risks associated with desktop outsourcing.

What Should the Service-Level Agreement Include?

The most important step before outsourcing desktop services is negotiating a service-level agreement (SLA) between the outsourcing organization and the service provider. The SLA must include all the acceptable services apart from ensuring that there is no confusion regarding the legal responsibilities and consequences. Issues pertaining to—how much time the service provider can take in identifying security breaches, how IT can audit the services as well as rectifying non-performance must be clearly stated.

Benefits Offered by Desktop Outsourcing Service

Organizations are inclined towards desktop outsourcing service since its benefits outweigh the drawbacks. Some of the benefits that can be achieved include—being able to provisionalize a number of desktops during updates and transitions, bringing down the total cost of ownership by leveraging the current virtualization technologies among others. Other benefits include having higher performance and productivity. This is achieved with the help of using the best with regard to equipments, process, system management software and people. Apart from that, when these are integrated into advanced systems, they are greatly helpful in reducing desktop power consumption.

Challenges Involved in Desktop Outsourcing

The matter of desktop protection is of great concern for IT administrators. To ensure that, it is necessary to install and keep the antivirus and antispyware software updated. IT professionals are also required to analyze log data, keep email messages free from malware, monitor activity and manage alert notifications. Apart from all this, the biggest necessity is having experienced and trained personnel who can provide round the clock check and proactively manage new threats that might emerge. With regard to that, very few small and midsize businesses have the resources required to maintain it, which leaves the company undefended against attacks. Moreover, even if a CIO wants to put it in place, finding qualified personnel is difficult. That is one of the prime reasons why IT organizations are forced to look outside their organizations for expertise.

Key Trends in the Desktop Outsourcing Market

With continued demand for desktop outsourcing services, the prices for the offerings are at a low end in the market. Keeping that in mind, enterprise desktop outsourcers are coming up with a broader range of services that include fully-bundled solutions such as asset management, break-fix, helpdesk, disposal, security and software imaging and distribution. More flexible user-targeted service-level agreements are emerging to provide different tiers of service. This would enable in meeting more user support expectations as the service providers are targeting the small-to medium sized enterprise market which are mostly under-served.


With CIOs and managers always on the look out to save organizational costs, there are service providers who try to allure them through the proliferation of user support service offerings. So, it is imperative that officials review the motive of the service providers, as not doing so can have serious consequences with regard to the business of the organization.

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