About a decade ago, providers of enterprise IT support services were looking to do primarily one thing: cut costs. If that meant offshoring service desk services and call centers, so be it, as long as they could drive costs down. Recently, however, there’s been a shift in perspective. Now everybody wants to drive a better customer experience. Whether it be through speedy resolution of problems, the types of support offered or enhancement of end user productivity, IT support shops now want to produce the best end user experience possible. They’re looking to increase user satisfaction.