I am busy at work on an upcoming article for HDI SupportWorld entitled, “Creating the Strategic Service Desk of the Future.” As I was taking a break and recharging I happened to read a recent blog post from my good friend Shane Carlson on his vision for the future of IT and customer support. It couldn’t have been more timely.
While he covers a lot of ground, his vision aligns nicely with where I see the role of the Service Desk going and how it must realign its mission and posture as we enter The Quantum Age. Shane lays out the core attributes of a future support model, saying that in the future support should be:
- Native
- Experiential
- Communal
- Accessible
- Simple
I’ll let you read the post, but he lays out a compelling vision for how our support organizations must transform themselves to be relevant in the future. Whether you agree or not with his specific positions, what I hope that you do agree with is that everything about IT is and must change as we adapt to the new IT business models of the Quantum Age. Read Shane’s blog post and then ask yourself – how will your job change in the future and what must you be doing now to prepare for it?
P.S. Please look for my article in the January issue of HDI’s SupportWorld
About the Author:
