Hello All,
I am currently leading on consolidation of three service desks ( all outsourced) for an organisation that has approximately 5K employees and has gone through a long period of M&A and divestment. Due to this business model, the organisation does not want to bring the service in-house.
The CTO now wants to go for a hybrid model wherein the Service Now ITSM license will be owned by the organisation but the service desk will be managed by an outsourced provider.
It will be helpful to hear thoughts about :
- This hybrid service desk model and if it will really help the organisation save money? Realising cash savings is the primary driver.
- What are the pros/ cons of this approach?
- Will the supplier market be interested in this service model, as the outsourced service desk provider often prefer to use their own ITSM solutions and generate revenue by sweating the assets i.e. current licensing costs?
- By taking away the supplier's option to benefit from their ITSM tool, will this approach prove to be more expensive than a fully managed service desk?
