As with any vendor selection process, pricing matters. The same holds true for the IT services industry. Let’s say you’ve done your due diligence and identified a few help desk providers. All offer a 100% US Based, 24 x 7 x 365 solution and they’re all accountable to meeting SLAs like First Contact Resolution and end user satisfaction ratings. All things quality being equal, the key differentiator ends up being on the bottom line and what services are included in that price.