RFG believes CIOs realize that budgetary pressures, increased support demands and the need for immediate fixes are forcing them to find quick remedies to helpdesk support. Some companies have opted to outsource entire helpdesks to eliminate the entire function. Guidelines exist that can help CIO’s determine the number of appropriate staff members required to support demand, such that SLAs are honored appropriately. CIO should be realistic on their SLA commitments and leverage SLAs against budget constraints, RFG says.”]
Source: https://www.csoonline.com/article/2113004/what-s-happening–helpdesk-.html