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Offshore Economics Should Include Cultural Nuances

• Tags:
• desk,
• offshore,
• service desk,
• development team

Overview Continuing to be under a lot of pressure to reduce costs, maintain the high level of service their customers were accustomed to, while simultaneously meeting their implementation deadlines, the authors decided to establish a complete Service Desk, Problem Management and Development team offshore. Their plans were to not only have a development team offshore, but to have this group assist in two of the primary ITIL disciplines: Service Desk and Problem Management. To get started, they drafted a Statement of Work (SOW) and had their Purchasing Department send out a Request for Proposals (RFP). As they wanted to be more flexible in the process they took a different approach than normal.

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