DevOps.com

  • Latest
    • Articles
    • Features
    • Most Read
    • News
    • News Releases
  • Topics
    • AI
    • Continuous Delivery
    • Continuous Testing
    • Cloud
    • Culture
    • DevSecOps
    • Enterprise DevOps
    • Leadership Suite
    • DevOps Practice
    • ROELBOB
    • DevOps Toolbox
    • IT as Code
  • Videos/Podcasts
    • DevOps Chats
    • DevOps Unbound
  • Webinars
    • Upcoming
    • On-Demand Webinars
  • Library
  • Events
    • Upcoming Events
    • On-Demand Events
  • Sponsored Communities
    • AWS Community Hub
    • CloudBees
    • IT as Code
    • Rocket on DevOps.com
    • Traceable on DevOps.com
    • Quali on DevOps.com
  • Related Sites
    • Techstrong Group
    • Container Journal
    • Security Boulevard
    • Techstrong Research
    • DevOps Chat
    • DevOps Dozen
    • DevOps TV
    • Digital Anarchist
  • Media Kit
  • About
  • AI
  • Cloud
  • Continuous Delivery
  • Continuous Testing
  • DevSecOps
  • Leadership Suite
  • Practices
  • ROELBOB
  • Low-Code/No-Code
  • IT as Code
  • More
    • Application Performance Management/Monitoring
    • Culture
    • Enterprise DevOps

Home » Blogs » IT as Code » IT Help Desk » Sparkhound Unveils Pop-Up Service Desk

service desk

Sparkhound Unveils Pop-Up Service Desk

By: Mike Vizard on February 7, 2020 Leave a Comment

Sparkhound, a provider of managed IT services, has launched a Pop-Up Service Desk designed to augment the existing capabilities of internal IT teams during a major transition.

Recent Posts By Mike Vizard
  • TechStrongCon: Time to Build an Army of Citizen Developers
  • Buildkite Adds Analytics Tools to Identify Flaky App Tests
  • Survey Reveals High Cost of Application Modernization
More from Mike Vizard
Related Posts
  • Sparkhound Unveils Pop-Up Service Desk
  • COVID-19 Response: Espressive Makes AI Help Desk Free for 90 Days
  • Citrix Makes Case for VPN Alternative
    Related Categories
  • Blogs
  • IT as Code
  • IT Help Desk
    Related Topics
  • IT service desk
  • IT support
  • IT teams
  • managed services
Show more
Show less

Chris Kimmel, managing director for managed services at Sparkhound, said the new service was created to help organizations cope with transitions such as migrating to Windows 10 or deploying a major upgrade to an electronic medical record system.

DevOps Connect:DevSecOps @ RSAC 2022

In both cases, Kimmel said it’s not uncommon for internal IT service desk personnel to be overwhelmed by requests for support. In some instances, organizations have decided to rely on Sparkhound, a provider of IT services that are available 24/7, to handle all the calls specifically relating to Windows 10 until such time the volume of support calls declines to a point where they can be handled by the internal IT team. In other cases, he said, Sparkhound has acted as a concierge that triages support calls before passing them on to a professional services team that has been contracted to implement an EMR system.

IT teams can also “white-label” the Pop-Up Service Desk service in a way that makes the Sparkhound team appear to be an extension of the company’s internal IT service desk.

Tensions between internal IT teams and managed service providers (MSPs) such as Sparkhound are long-standing. Many internal IT teams fear they will be replaced by an MSP. However, while Sparkhound continues to offer a wide range of managed IT services, Kimmel said none of the customers who have trialed Pop-Up Service Desk have opted to replace their internal IT staff.

While most MSPs have an advantage in terms of technical expertise because of their ability to invest more in IT automation frameworks, many organizations still prefer to hire full-time employees to manage IT because they typically develop a closer relationship with end users. Less clear is to what degree managed services are less expensive to employ as an operational expense versus the fully loaded cost of hiring an internal IT team. The Pop-Up Service Desk allows organizations to strike a middle ground between those two extremes at times of stress.

Kimmel said the services provided by Sparkhound are based on the ITIL framework. More organizations served by Sparkhound have yet to adopt best DevOps practices for building and deploying applications. However, Kimmel said the MSP will be prepared to make that transition if and when it comes.

In the meantime, a chronic shortage of all types of IT skills is pushing more organizations to at the very least consider managed IT services as an alternative to hiring an internal IT team. The global managed services market is forecasted to be valued at $376 billion by 2025, representing an 11.7% compound annual growth rate.

IT professionals who would prefer to see the management of IT remain in-house are under constant pressure to show more value. Alternatively, many IT professionals can simply opt to go to work for an MSP.

Regardless of the route chosen, however, it’s apparent most internal IT teams can’t keep pace with the rate of change now occurring across the IT landscape. Whether it’s maintaining security or simply upgrading applications, few internal IT teams are going to have all the skills required to succeed, so like it or not, managed services are now a permanent part of the IT ecosystem.

— Mike Vizard

Filed Under: Blogs, IT as Code, IT Help Desk Tagged With: IT service desk, IT support, IT teams, managed services

Sponsored Content
Featured eBook
The State of the CI/CD/ARA Market: Convergence

The State of the CI/CD/ARA Market: Convergence

The entire CI/CD/ARA market has been in flux almost since its inception. No sooner did we find a solution to a given problem than a better idea came along. The level of change has been intensified by increasing use, which has driven changes to underlying tools. Changes in infrastructure, such ... Read More
« Survey Sees Little Progress in Drive to Shift Testing Left
Stellus Launches Next Generation NAS Platform »

TechStrong TV – Live

Click full-screen to enable volume control
Watch latest episodes and shows

Upcoming Webinars

Continuous Deployment
Monday, July 11, 2022 - 1:00 pm EDT
Using External Tables to Store and Query Data on MinIO With SQL Server 2022
Tuesday, July 12, 2022 - 11:00 am EDT
Goldilocks and the 3 Levels of Cardinality: Getting it Just Right
Tuesday, July 12, 2022 - 1:00 pm EDT

On-Demand Webinars

DevOps.com Webinar ReplaysDevOps.com Webinar Replays
  • Home
  • About DevOps.com
  • Meet our Authors
  • Write for DevOps.com
  • Media Kit
  • Sponsor Info
  • Copyright
  • TOS
  • Privacy Policy

Powered by Techstrong Group, Inc.

© 2022 ·Techstrong Group, Inc.All rights reserved.