Assuming the trend what the trade rags say is true, I think that firms are rethinking the idea of outsourcing internal IT operations. Cost is certainly a factor. Within an organization the external cost principle is at play - the user generating a cost by calling an outsourced help desk is not responsible for paying for it - which makes it difficult to control.

It’s difficult to control the cost of a service that doesn’t have simple interface between the two businesses involved. A service that is used by everyone in a firm can’t have a simple interface because it’s there’s too many parties onvolved. As a result extra controls must be put in place (usually by the the service provider), which add to the overhead costs allocated to each transaction.