Self-service, remote support, security, customer satisfaction, performance management, frameworks and methodologies. On the surface, these topics are simply the routine that dominates the day-to-day attention of IT support leaders. However, there are twists emerging. End users seeking to fix their own problems are often more quickly served by burgeoning informal networks—blogs and online support groups, for starters—than the service desk's knowledge portal. The traditional responsibilities and methodologies embraced by IT technical support leaders are on the edge of obsolescence.
InformationWeek Analytics and HDI are conducting a survey to uncover the challenges faced by IT service organizations today and how IT services will be provided going forward. The results of this survey will appear in an in-depth InformationWeek Analytics/HDI report.
This survey will take about 10 minutes to complete. Upon completing the survey, you will be eligible to enter a drawing to receive one Apple 16GB iPad 2 valued at $499 from UBM TechWeb. Your responses will remain confidential and will only be reported in aggregate.
