Published on June 8th, 20121
‘Ask a friend’ replacing the helpdesk?
Crowdsourcing is the future of IT support, with the combined impact of social collaboration, consumerisation and mobile conspiring to destroy the service desk as we know it.
That’s the view of Gartner, which announced the expected demise of the helpdesk as one of the top IT trends at its Infrastructure and Operations Management Summit.
Gartner chief of research Dave Cappuccino says that consumers, whether at work or at home, increasingly rely on friends for technical support, rather than using traditional channels such as the service desk. Cappuccino also says that “(service desks) may be ending, or morphing” meaning that IT support teams must be prepared to create a “transition strategy” to accommodate web-based, peer-to-peer support.
The Bring your Own Device phenomenon is also unavoidable according to Cappuccino, who says the days of monolithic IT suites are ending, with PC usage fading as business consumers increasingly look for flexible apps running on a range of devices to manage specific tasks.