Senior managers, armed with this statistic, often expect an automatic elimination of that operations cost via outsourcing. When these requirements are considered, at least half the saved personnel cost is returned to the network-and the outsourcing project becomes an economic failure. I saw a major network user lose every member of its network support staff in a one-year period because it gave these network professionals a host of simple PC setup, software installation, and application support tasks. The workers, whose qualifications were superior to most I'd seen, fell so far behind that they incurred management displeasure and began quitting. Nine out of ten users will outsource some or all of their networking commitments within five years.
Preparation is the key to success.
The first step is to be sure that applications support, desktop systems support, and routine user support are covered. If you have dual-role people, consolidate the functions to specialize workers in one space or the other. The second step is to get an accurate handle on the components of network cost. In general, cost can be broken down into device capital cost, monthly service cost, and personnel cost. For the device capital cost, you'll need to know the residual value of the purchased equipment, since that cost must be written off during the outsourcing process.