This webinar discusses outsourcing help desk services in the new work from home era. Some key points discussed include: - Remote work is becoming a permanent model for many organizations, increasing demand for help desk support. - Outsourcing help desk services is increasing and many organizations plan to outsource more IT functions. - Working from home presents new challenges for help desks around increased tickets, lack of remote access tools, and home networking issues. - Successfully outsourcing requires clearly defining goals, service scope, and expectations as well as choosing the right partner and location strategy.

1. Alvaro Prieto
Senior Managing Director,
Founder & Technology
Leader
Doron Youngerwood
Director of Marketing
Joseph Jensen
Chief Technology Officer
Stephen Conway
Global Head of IT &
Application Support
SPEAKERS
Outsourcing Your Help Desk
in the New WFH Era
WEBINAR
How and Why to Make it Right

2. Sources:
- Gartner
- IT Today
- 2020 Global Managed Services Report, Economic Times
- 2019 Help Desk Outsourcing Report, Computer Economics
A Changing Workforce Model is Accelerating the Need for a
High-Performance Help Desk and the Adoption of Outsourcing
74% of organizations plan to
make remote work a permanent
part of their model
Even before COVID, IT outsourcing was at
a five-year high. Outsourcing in 2019
accounts for 12.7% of the total IT budget,
a steep increase from 9.4% in 2018
Investments in help desk-
related services are increasing
from 25% to 50% nationwide
45% of organizations plan to
outsource more than insource IT
functions in the next 18 months
95% of organizations already outsourcing
their help desk are planning to maintain or
increase their level of outsourcing

3. 3WFH Impact to the Service Desk
Service Desks not
staffed appropriately
to deal with increased
ticket volumes
Not Meeting SLAs and
going with temporary SLA
waivers
Lack of remote
access &
diagnostic
tools
Users seeking additional
communication channels (peer
support, self help, chat, bots, etc.)
Home computing
equipment and
networking
issues
Increasing need to manage and monitor agent performance in real-time
Outdated knowledge
bases impacting
service delivery
Some helpdesk
operations unable to
provide phone-based
support

4. Has the current situation changed your perspective on
IT outsourcing?
1. Yes, I am more open to outsourcing now
2. No, I don’t see myself outsourcing
3. I’ve always believed in outsourcing, and it is working well for me
4. I believe in outsourcing, but my current model is not working
Polling Question #2

5. 5
Outsourcing Done Right
When outsourcing fails, the problem isn’t the
concept – the concept has been proven successful for
thousands of companies. It’s the execution…

6. 6
Many Organizations Do Not Begin
With The End Goal in Mind…
What are the business
drivers you are seeking
to get from outsourcing
your helpdesk?
Real-Time
Reporting
Improved SLAs
& Service
Consistency
Cost Reduction
Scalability Agility
Security &
Controls
Higher
Strategic Focus
Customer &
Employee
Experience
Expanded
Coverage &
Language Skills

7. What would be your main driver for considering outsourcing
your Service Desk?
1. Reduce costs
2. Improve service levels and access to best practices
3. Expand coverage hours or language skills
4. Free up my internal team for higher value activities
5. Other
Polling Question #4

8. 8
Key Steps to Successfully Outsourcing Your Help Desk
1. 2. 3. 4. 5.
6. 7. 8. 9. 10.
Align on Your
Business Drivers
for Outsourcing
Clearly Define
Service Scope &
Expectations
(Balance between
Coverage, Quality & Cost)
Determine Levels
of Support &
Escalations
Beyond Level 1
Choose the Right
Model for You –
Dedicated or
Shared?
Identify the Best
Location Strategy
based on Your
Footprint
Don’t Fall for
the Myth of
Cost Per Ticket
& Look Beyond
The “Lowest”
Price
Quantify Your
Business Case –
Make Sure it’s an
“Apples to Apples”
Comparison
Establish a
Robust Process
Documentation &
Transition Plan
Weight Out Your
Selection Criteria
and Pick a Partner
that Best Meets
What’s Important
for You
Trust the Process!

9. 9
Leading Regions for Shared Services & Outsourcing
Location Strategy
Latin America
Eastern Europe
North America
South and East Asia
 Lowest cost in the globe
 Most common global
destination for low-value,
transactional processes
 Significant time-zone and
cultural differences with the
Americas
 Pan-Regional solution for
Americas
 30% to 60% labor arbitrage
compared to US
 Used for both low and high
value activities
 Regional solution for US
and Canada
 High cost – not convenient
for a global solution
 Nearshore solution for Europe• Geographic Proximity
• Time Zone
• Low Cost
• Large and Strong Workforce
• Cultural Affinity
• Language Skills
• Lower Turnover than Asia
• Infrastructure
Primary Drivers
Latin America represents 28% of
the “Top 25” Global Outsourcing
Destinations (Tholons 2018)

10. 10
What to Look for in Your Outsourcing Partner
High-Caliber Talent with Strong Recruiting & Retention
Robust Knowledge Management Practices
Proven Toolsets & Automation Capabilities
Real-Time Analytics & Performance Improvement Mindset
Strong Quality Controls & Security Maturity
Contractual Service Level Agreements
Long-Term
Partnership
Focus
Cultural Fit
“Extension of Your
Team” Philosophy
Flexible Contract Terms & “Spirit of the Agreement”
1.
2.
3.
4.
5.
6.
7.

11. 11
Sample of an Outsourcing Service Desk Dashboard
Real-Time Analytics

12. 12
Sample of an Outsourcing Service Desk Dashboard
Performance
Agent Monitoring
& Management

13. How would you rate the level of support and service your
organization is getting today?
1. Excellent
2. Very Good
3. Fair
4. Poor
5. Extremely poor
Polling Question #3

14. 14
Panel Discussion

15. 15
The VistaJet Outsourcing Story

16. 16
Implications of COVID and WFH
to Service Desk

17. 17
Benefits of Working with Costa Rica

18. 24
• #1 English proficiency in Latin America
• #1 Education System in Latin America with the highest literacy rate (98%)
• Strong services sector with consistent growth year over year
• Central Time Zone with quick direct flights to most major U.S. Cities
• Strong Cultural Affinity to the US
• #1 Country in Innovation in LatAm by Global Innovation Index (2017)
• No Army! It was abolished in 1948
• Safest City in Latin America - recognized worldwide for its politically stability and peace.
• Solid Infrastructure & Utilities with 100% power and Telecom redundancy
Costa Rica has been consistently
ranked as the #1 nearshore
destination in Latin America

19. 2000 2018
1,061
65,904
2000 2018
6
172
62x 28x
Compared to 2000, employment is 62x and the number of
multinational companies is 28x
Costa Rica is the #1 Exporter of
high value added services in Latin America
Source: CINDE, 2019

20. 1.4%
7.3%
8.6%
4.8%
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
10%
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Exports of selected industries as a % of GDP
Telecommunications, computer, and information services; and other business services Agriculture
Telecommunications, IT services, and other business services exports represent over 7% of the GDP
From Agriculture to an Industry &
Services Based Economy
Source: CINDE based on data from BCCR and PROCOMER, 2019

21. Over 170 World-Renowned Multinationals
have established Services Operations in the country

22. • Service offered in English
represents more than 79% in 3
of the top 5 processes.
• End-to-end centers also offer
services 24x7x365 in English,
Spanish, Portuguese, French,
German, Italian, Malay,
Japanese, Dutch, Polish,
Czech, Finnish, Mandarin
Over 79% of the services provided in English

23. 18
ITSM Best Practices &
Continuous Improvement

24. 19
Last Thoughts

25. 20
Q&A

26. Thank you for
joining us today!
Stephen Conway
Global Head of IT & Application
Support
Vistajet
Stephen.Conway@vistajet.com
Doron Youngerwood
Director of Marketing
Sysaid
doron.youngerwood@sysaid.com
Joseph Jensen
Chief Technology Officer
Unilode
joseph.jensen@unilode.com
Alvaro Prieto
Sr. Managing Director, Founder &
Technology Leader
Auxis
Alvaro.Prieto@auxis.com