Communications

Helping the Helpless Desk: Challenges CIOs Face

Helping the Helpless Desk: Challenges CIOs Face to Deliver World Class IT Support

Brought to you by DSD Business Systems and the Aberdeen Group

Technical support has become as essential to the modern business as information technology is to the modern economy. Most employees and customers lack the skills, time, and access to fix technical problems themselves. Meanwhile, with the rise of SaaS and over-the-internet services, even technologically skilled users must rely on service providers for support. Organizations have responded by centering their support services around user needs, providing support where users need it in the manner they require. In September 2010, the Aberdeen Group surveyed 240 managers and consumers of technical support services, and found that companies which resolve support issues within the users' required time frame are more likely to have a range of contact options for technical support, and that successful support organizations use data integration to break down the walls between support roles.

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