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Network & Systems Management
F E A T U R E  
Helpdesk E-poll Results

  April 2, 2001
  By Sean Doherty


In an informal Network Computing survey, 5,000 readers were asked to respond to a number of questions about Helpdesk technologies. Of those surveyed, 3.8 percent responded.

If you have comments or questions about our e-poll, please send an e-mail to webmaster@nwc.com.



  1. What criteria/requirements would most influence your decision to outsource helpdesk services?

  2. If you have not outsourced your helpdesk and have no plans to do so, why not?

  3. What is the average length of service for your helpdesk personnel?

  4. What are the operational hours of your helpdesk (hours per day and days per week)?

  5. How many incidents are reported to your helpdesk annually?

  6. What services are provided by your helpdesk?

  7. If you outsource helpdesk services or intend to outsource them, which services do/will you outsource?

  8. Does your company provide or plan to provide helpdesk service?

  9. How many end users does your helpdesk support?

  10. How many people staff your helpdesk?

  11. Do you outsource now or plan to outsource any heldesk services?

  12. If you intend to outsource helpdesk services, what is your time frame?




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