One of the expectations from in-house IT teams was to provide IT support. They were able to handle the requirements, easily. However, in the course of time, there was an increase in the tasks to be delivered by the in-house IT team, due to internal and external demands. This resulted in the in-house IT team not being able to service the requirements. Hiring additional resources was of no respite. One reason was attrition and the other factor was the huge volume of demands that could not be dealt despite the additional workforce.

IT support services are offered by two different players namely consulting companies and IT support companies. It support services has seen a rapid demand in the last five years and surveys predict that there will be a significant increase on IT support spends in the future. IT support service providers have been able to save significant amounts of money for their clients.

In addition to cost-savings, there are several intangible benefits of working with companies that offer IT support. One of them is the expertise of the resources of the IT supplier to work across different operating environments. There are dual advantages of this. One is that the resources of the IT supplier can train the in-house IT team to work on different operating environments. Apart from benchmarking the best practice, training is offered at free of cost. They resources of the IT supplier can also help the in-house IT team in terms of process improvements and also in improving the efficiency. Since, this helps to reduce IT spends, IT support services are increasingly preferred by many companies.

Besides, there are more benefits of working with IT suppliers offering IT services support. One of them is the expertise of the resources of the IT supplier. The IT supplier's resources have the expertise of working in different platforms and domains. Clients have to often update their operating environments, due to business demands or market trends. Most often, the in-house IT team lacks the competence to carry out these operations. Therefore, the services of the resources of the IT supplier can be helpful.
It involves lot of time and money to train the in-house IT team to work on different IT environments. There are already lot of pressures to cut IT spends, post the economic meltdown. Hence, IT support services help companies to work more efficiently, despite spending less.

Companies make use of the services of an IT supplier to help them gain a competitive edge. Top-notch services by the IT suppliers imply that companies will improve the efficiency of their services and in-turn services their clients, better. Companies make it a point to mention that they engage an IT supplier who takes care of their in-house IT needs, in their proposals. This improves their chances of winning the proposal.

There were lots of reservations to engage a third-party service provider, during the initial phases of outsourcing. Then there were complaints that outsourcing is a cost-cutting tool and compromises lot on quality. With the advent of co-sourcing model of engagement that helps companies retain business control, companies are increasingly using it to avail IT support services.