No more hiding in the server room
Late April Fools? MS Outsources IT
Just 12 days late, the news broke that Microsoft is outsourcing all of its IT help desk, PC, infrastructure and application support to Bangalore-based Infosys.
http://rcpmag.com/articles/2010/04/13/microsoft-outsources-it-to-in...
Now, I can only presume that most of these support functions were already being performed remotely from most Microsoft workers, so in fact, MS employees may not notice a difference. The real problems probably began when IT functions were dissociated from specific needs of the client groups within Microsoft.
Problems? Did I accidentally admit that this seems like a Bad Thing? Oh, all right, you caught me. But I still believe that great IT can make all the difference for a tech company.
Everybody pays lip service to empowering their employees, yet they're not willing to pay for flexibility that working closely with a knowledgable IT team gives. For most of Microsoft, this is probably fine. But the for the creative core? Well, I wish them luck with Infosys.
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Replies to This Discussion
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Permalink Reply by John McGrath on -
Yeah, so do I.
My experience with Off-shore support has been rather dismal. We have a Corporate helpdesk, and they can be next to useless for emergency incidents. Their track record for lower priority incidents are no better.
Unfortunately, the best way is to use one, and see if they can actually respond appropriately to incidents in a timely matter. Most have their staff run with scripts, and they are instructed and trained to follow them without deviation.
Good luck, Microsoft.
© 2012 Created by Elizabeth Ayer and Michael Francis.
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