How to Evaluate a Managed Service Desk Proposal: 5 Things to Check

Service desk proposals often look alike on the first page. The differences that matter, and the ones that cause friction a year later, are usually in the details: what is covered, how service levels are measured, and what costs extra.

This guide covers the five things to check before you sign. Watch the one-minute video for the overview, then use the detail below when you review a proposal.

Step 1: Check the coverage

• Hours: business hours only, extended hours, or 24x7, and in which time zones.
• Channels: phone, email, chat and self-service portal, and whether all of them are staffed.
• Scope: which locations, users, devices and applications are actually included.

Step 2: Read the service levels closely

• Response and resolution targets by priority, and how each priority is defined.
• How they are measured and reported, and how often you will see the numbers.
• What happens when targets are missed: credits, remediation plans or nothing at all.

Step 3: Understand the escalation path

• Who handles what the service desk cannot fix: second-level support, onsite technicians, application specialists or vendors.
• How quickly escalated issues are picked up, and who owns the issue until it is closed.
• How you are kept informed during major incidents.

Step 4: Compare the true cost

• Add up everything: onboarding fees, per-user or per-device pricing, per-ticket charges and minimums.
• Look for extras: after-hours work, onsite visits, projects and change requests.
• Compare proposals on the same basis, using your real user counts and ticket volumes.

Step 5: Ask for a transition plan

• Knowledge transfer: how the provider learns your environment, documentation and common issues.
• Access and tools: how accounts, monitoring and ticketing move over securely.
• Open tickets and users: how work in progress is handed over without disrupting your users.

Frequently asked questions

Should we choose the lowest price?

Only if the coverage, service levels and extras are truly comparable. A lower monthly fee can cost more once after-hours work and excluded items are added back.

What should a good proposal include about reporting?

Regular reports on ticket volumes, response and resolution times against targets, and trends, with a named contact who reviews them with you.

See how Cendien runs a service desk

Cendien provides managed IT and service desk support for public sector and commercial clients. Talk to our team or read more about our service desk services.