IDG Contributor Network: 2 trends reshaping the future of IT support

I traveled last week to Las Vegas to try to answer what may become a vital question for an entire sector of the technology industry: is there a future in providing technology support?In the MGM Conference Center, over 2,300 service desk analysts and other technology support professionals gathered for HDI’s service and support conference. And as they did, this question — both spoken and unspoken — lingered just beneath the surface.As conversations about chatbots, artificial int