10 examples of possible best practices that can be used in the process of outsourcing the IT Helpdesk.

1. A3 : Free Best Practices Template Version: 1.00 Author: Itsbestpracitices.com
TOP 10 BEST PRACTICES: Outsource IT Helpdesk http://www.itsbestpractices.com
01. Best Practices: Sourcing strategy: Create a sourcing strategy that includes:
• Goals and objectives
• Critical Success Factors
• Key Performance Indicators
• Risk Assessments
Tools: Performance Management, Dashboards CSF: Professionalism
KPI: Dashboard with clear KPI’s for all identified key-areas.
02. Best Practices: Business scan: Understand the current process of your IT Helpdesk department; processes, systems,
available technical skills, experiences and costs.
Tools: Value Stream Mapping, Internal Auditing CSF: Flexibility
KPI: Approved VSM what describes current process, including systems, resources, skills.
03. Best Practices: Risk Management: Every IT Helpdesk Outsourcing has risk and limitations. Therefore a Risk
Management Program is an important element of the process.
Tools: Risk Management Program. CSF: Challenging Problems
KPI: Risk and risk mitigation plans.
04. Best Practices: Project management and planning: Create a project team with members from all involved parties. This
team is responsible for all project management related activities including the communication with all
stakeholders.
Tools: Project management, PDCA. CSF: Teamwork
KPI: SMART Project milestones.
05. Best Practices: Back-up plan: Always make sure there is a back-up plan available to ensure business continuity.
Tools: Back-up procedure, back-up suppliers. CSF: Creativity
KPI: Tested back-up plan that is ready for implementation.
06. Best Practices: Outsource partner selection: Do no underestimate the power of cultural differences between
companies, organizations and countries.
Tools: Available resources (books, training) CSF: Diversity
KPI: Training program related to cultural awareness.
07. Best Practices: Communication and transparency: Start the conversation with all involved stakeholders (management,
employees, and customers) to discuss the decision to outsource the IT Helpdesk.
• Why is the outsourcing necessary?
• How will it impact the daily work?
• What are the advantages?
Tools: Regular meetings, continue CSF: Clear communication
communication, Voice of the Customer.
KPI: Regularly communications and information sessions.

2. Date: February 2012
08. Best Practices: Relationship Management: Outsourcing is more than just a Service-Level-Agreement (SLA) between
two companies. To make sure the relationship is successful creating a Quality Agreement can be value
added for both parties. This Quality Agreement must include Key Performance Indicators (KPIs) that
are related to the earlier identified critical success factors.
Tools: Service-Level Agreements, Quality CSF: Quality Relationships
Agreements, Management Reviews
KPI: Approved Service-Level Agreement, Approved Quality Agreement.
09. Best Practices: Roles & responsibilities: To make sure that all involved parties are aware of their roles and
responsibilities it important to include a role and responsibilities matrix to the contract.
Tools: Role and Responsibility Matrix CSF: Leaderschip
KPI: Approved Role and Responsibility Matrix.
10. Best Practices: Continuous Improvement: Always take the opportunity to identify improvements that can help
improve the quality of the outcome and overall customer satisfaction.
Tools: Lean SixSigma Tools CSF: Continuous improvement.
KPI: # Number of successful implemented continuous improvements initiatives.
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