IT service and support organizations (ITSSOs) can represent up to 10% of an IT organization's (ITO) operating budget. Such costs will continue to rise in organizations that do not deploy cost management practices. IT Organizations that do not manage operating costs efficiently will likely find themselves outsourced. True cost reductions are attained only if staff is decreased, through outsourcer's economics of scale, especially in more mature process areas like the service desk. Thus, organizations must "manage" operating costs to remain flat over time.
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