Hi Everyone! I've just started with a company who's L1 (and supposedly L2) service desk functions are outsourced. The MSP the service desk is outsourced to uses their own 'proprietary' service desk platform, which from the very short amount of time I spent with it, is absolutely terrible. Their platform doesn't have (and is unable to support) any reporting functionality, no defined escalations process, no incident management, no change management etc. It's basically a ticketing system from the 90's (as far as I can tell). Our current process is... 1. user calls/emails outsourced service desk. 2. ticket is raised in their 'service desk platform' 3. if ticket needs to be escalted to internal IT support, they assign us the ticket 4. we work within their platform, closing out the ticket as necessary. I'd like to be able to work wholly within one service desk platform but the MSP will not migrate off their platform onto one we own and manage (that will have all the features and reporting a service desk should have). And I'd like to be able to raise and track many more work items than we currently do, but are unable to as their service platform is junk. How do you guys manage working with an outsourced MSP? Use two service desk platforms? 1 for internal L2/L3 type work and another for L1 work?? We're stuck with our 'service providers' for at least another 12 months. I worry though that any other MSP we use we'll find ourselves in the same situation.