An ITSM (IT Service Management) support specialist plays a crucial role in managing the delivery of IT services and support to users within an organization. Their main responsibility is to ensure that the IT services provided meet the needs of the business and its users, and that they are delivered efficiently, effectively, and in a timely manner. This involves providing technical support to users, managing and resolving incidents and service requests, and developing and implementing processes and procedures to ensure that IT services are delivered efficiently and effectively.

One of the main disadvantages of having an in-house ITSM support is the cost of hiring and maintaining a full-time employee, including salary, benefits, and training expenses. Additionally, an in-house ITSM support specialist may have limited expertise and experience compared to an entire team of outsourced IT professionals. This could lead to slower issue resolution times, less efficient service delivery, and a lack of innovation in IT solutions.

Outsourcing ITSM support to a specialized provider can be a more cost-effective and flexible solution that allows businesses to access a broader range of expertise, scale IT resources as needed, and benefit from the latest technologies and best practices in IT service management.