How much is too much? Cost discrepancies among IT service contracts

A recent h2index benchmarking study of IT service desks in large multinational companies expected to find a fairly narrow band of prices being paid for support contracts (being the mature industry sector that it is). Instead the study highlighted a vast range of values in the unit costs being paid for similar levels of service – as much as 5 to 1 in some cases. One client commented that the study helped them to source a new supplier and, in doing so, to achieve both a better level of service and huge financial savings.