What Support Can University IT Teams Outsource?
The level of support that university IT departments can outsource to third parties can range from basic to comprehensive. A third party can run the entire help desk function for employee devices. A third party can even deliver a package of proactive, preventive and reactive support across the entire IT environment, says Elaina Stergiades, research director for IDC's Software Support Services program.
“Most third-party vendors offer some mix of these services, and they typically can provide support for more than one manufacturer or software vendor,” she says. “In addition, since third-party providers can be locally owned and sourced, they can offer more personalized services to organizations that prefer an onsite resource when they have problems.”
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