Corporate IT Support and the 21st Century User 9 November, 2011

TRADITIONALLY, ICT Support is a regimented service, based on providing known or predictable support for a limited range of products in a carefully structured business environment. Users are supplied with access to standardised hardware systems and applications that have been approved in the standard operating environment and their range of access is limited according to their status. When they are faced with a problem (aka ‘incident’), they are usually directed to one recommended path to gain ICT support, but often they have a negative perception of it – too arduous to report and too long to wait for action, leading to a view that ICTs are too unreliable to use.

Courtesy: The IT Crowd

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