Outsourcing of Service Desk and End User Services

The client wanted to outsource a large share of its ICT operations. The objective was to aquire a turnkey service solution for the service desk and end user service functions, together with business application support from a sole supplier.

PIR provided an iterative RFP approach to ensure the most adapted service scope possible in accordance to client needs. PIR developed and ensured that the IT outsourcing agreements were well understood and anchored with all stakeholders, securing project transition. The outsourcing resulted in a 50% reduction of TCO and the reduction was realized from both cost reduction and scope alignment within the client's own operations.