Desktop outsourcing is a multiyear or annuity contract or relationship involving the day-to-day management responsibility for operating desktop/client platforms. Services include any combination (or all) of the product support and professional services as they specifically relate to the ongoing management of the desktop resources (including desktop peripherals). Minimally, desktop outsourcing contracts always include services encompassed by the computing environment of the operation services segment. Help desk management services are included only to the extent that problem determination and resolution is at the computing hardware level or the infrastructure software or OS software level. Application management services are included only to the extent of the infrastructure software or OS software level. A desktop system can include any client system (including a notebook) and may include the client systems of remote employees, such as telecommuters and mobile staff. Services may be provided at the client site or off-site. IT assets may be owned by either the client, the ESP or a third party. Contracts may include the transfer of client employees, IT assets and facilities to the ESP.
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