In last week's #HDIchat, we discussed how the move to cloud and/or SaaS has affected the support center and desktop support. What happens when a cloud-based application is down? Is there more work being generated for support, or less? Many cloud/SaaS applications update automatically. Do the updates generate work for support? How does this tie into shadow IT?
Read the recap to hear what participants had to say, and then keep the conversation going on HDIConnect!
Join us again this Friday, August 19, for our next #HDIchat (topic: gamification)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.