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4/13/2010
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Microsoft Outsources Tech Support

Indian services giant Infosys will provide Redmond employees with help desk, infrastructure and application support.

Microsoft is turning over its internal tech support to India's Infosys under a three-year agreement.




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As part of the deal, Infosys will provide Microsoft with help desk, infrastructure, and application support services.

Infosys will also open a service center specifically dedicated to serving Microsoft employees in 450 locations worldwide, and deploy Microsoft's own technologies—including Windows 7—on behalf of the software maker.

Financial terms of the deal were not disclosed. Microsoft, however, said it expects the outsourcing initiative will allow it to reduce IT costs and add flexibility to its tech operations as Infosys' fees will be based partly on how much money it manages to save Microsoft.

"Infosys demonstrated that it understood our transformational goals by introducing a flexible and innovative end-to-end approach to manage our support infrastructure," said Microsoft service management GM Jim DuBois, in a statement.

"The fully integrated solution developed by Infosys, combined with process compliance, a robust tool platform and the creation of a Service Excellence Office will help us enhance how we deliver end-user computing services to our internal employees and partners while leveraging the innovation and investments we make in developing new technologies," DuBois added.

For their part, Infosys executives said the contract win is a proof point for the company's global delivery model, under which the outsourcer provides services from India and other centers around the world.

"Infosys Infrastructure Management Services, combined with our extensive partner ecosystem, helps clients manage the cost and complexity of an ever-changing technology landscape," said Sanjay Jalona, VP and head of North American manufacturing for Infosys, in a statement.

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