IDG Contributor Network: CIOs need to reconceive the process design for IT support services

I’ve been observing the end-user computing environment and believe it’s time for a complete rethink on how IT groups support their end users. What I usually find is that the support interactions are a lot like support interactions with cable companies – and most cable company customers feel that’s an infuriating experience. Cable companies design their interactions with customers to be most efficient for the cable company. They seek to optimize or lower the cost of t