Service desk outsourcing strategy

Client case

Aeronautical equipment manufacturer

Service desk outsourcing strategy

About the client

Our client is an mid-size company present in both the aeronautical industry and services. It has a turnover of 1.2 billion €, in 13 countries, with 8000 employees. The IT department is a GIE of 130 people.

What were the results?

o An enlightened vision of the outsourcing market,

o A costed analysis of 4 solutions: from fully internalized to fully outsourced,

o A clear transformation plan towards the chosen solution,

o Assistance in the relationship with the current outsourcer.

What was the key to your success?

The client appreciated an unbiased look

  • No track was dismissed by belief or prejudice
  • The question of the image of the IT department and its levers were re-instructed in depth,
  • Competing technological solutions with more traditional service-based solutions allowed us to highlight project costs and gains.


1 Partner, 1 Senior Consultant

Where did you start from?

Our client has outsourced its service desk to the same operator for the past 6 years and is wondering how to re-interview the market for these services.

The IT department calls on Talisker to benchmark the market and build a make-or-buy strategy.

What was your approach to the issue?

We first questioned the service provider market to get an expert view of the issue: technologists vs. service industry.

After an analysis of the situation with the service provider to evaluate the durability of the relationship and the points of improvement, we led several workshops to define target solutions with a variation in the volume of outsourced services with the functions concerned: HR, purchasing, IT, and general management.

We then quantified these scenarios and their transitions, which we supplemented with SWOT to support the decision-making process.