When an organization decides to outsource its first line IT support, it will be confronted with the following question: Which service management tool will the service desk analysts use?
The customer organization is typically already using an application to capture the requests from its employees. The external first line support provider, however, will probably want to use its own tool because that has already been customized for its needs. Before the external provider can take over the customer’s service desk, a choice needs to be made.
The webinar reviews the pros and cons of the 3 options that are normally considered. But because all 3 have significant downsides, this webinar also looks at a 4th option that most organizations forget to consider.