April 2014

Off to a Strong Start in 2014

Since the onset of 2014, ABS has established a positive trend in its new business development efforts by adding some notable corporate clients to its roster. Among them are Illinois Tool Works, a Fortune 200 company and one of the world’s foremost diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. ITW signed a three-year agreement with ABS to augment its existing help desk operations in order to provide 24 x 7 x 365 support to its end users throughout North America. And, through its partnership with CDW, ABS also added Buffalo Wild Wings as a new universal help desk customer and will serve as a single point of contact for BWW’s inbound service requests related to Wi-Fi access and connectivity, creating and triaging them in ABS Service Manager, ABS’s proprietary IT Service Management (ITSM) platform. Finally and most recently, ABS added Rolling Meadows-based client Ceannate Corporation, a leading provider of business process outsourcing (BPO) services for government, private, and affiliated sectors. ABS is currently furnishing on-site Level 2 support for Ceannate’s desktop environment at its various locations.

ABS is grateful for these new opportunities awarded by such reputable customers and we look forward to delivering outstanding service combining the latest technology, systems, and best practice methodologies with our trained, certified, and experienced professionals.

ITIL Foundations Bolsters Service Desk Support’s Consultative Value

In order to help our clients transform their current operations into a world-class service desk based on industry-leading best practices including ITIL v3, several more ABS team leads and managers recently obtained the ITIL V3 Foundations certification. At ABS, all such personnel are required to have a general understanding of the ITIL framework and be able to apply it to the quality of IT Service Management within the organization to the ultimate benefit of our clients. In addition to developing their ITIL expertise and contributing to an ongoing service improvement program, certified staff gained a consultative insight that bolsters ABS’s true partner role as a thought leader, striving to share knowledge with our clients and keeping their best interests in mind.

We wish to congratulate Daniel Guinto, Eric Piscione, Eric Wiechert, and Nahs Horton for recently achieving the ITIL V3 Foundations certification.

Service Desk Outsourcing Pricing Models

What You Need to Know

“How do you price your service desk outsourcing offering?” This is by far one of the most common questions that we are asked by companies that are researching options to outsource their service desk operations. The answer is “It depends.” In this latest article, we will explore some of the factors that determine which pricing model is used and why as well as some of the most common formulas on the market today.

There are two typical methods of pricing that ABS utilizes for our service desk outsourcing services: per-incident pricing and fixed fee pricing and in some instances a combination of both.

Per-incident pricing is our most common model and is incorporated in conjunction with the shared model of our ABS Global Service Desk offering.

Fixed-fee (monthly) pricing is most often used in conjunction with a dedicated service desk model. The math is very straightforward for this approach that is primarily based on the number of service desk resources that are dedicated to a client.

To learn more about these and other pricing models and which may be more beneficial to your business goals, feel free to read the rest of this blog here.