Monday, June 23, 2008

Helpdesk, a value-adding part of the IT organisation

Books 2 Byte
World Class IT Service Delivery
Peter Wheatcroft

Users can add value

Using systems designed and programmed by IT (information technology) specialists, ‘user’ is someone who uses what is given and no more; and we have become used to treating users with an element of disdain, bemoans Peter Wheatcroft in World Class IT Service Delivery.
“This is unfortunate, because users are actually people who have less scope for engagement with the IT organisation and therefore least to lose from being obnoxious when something goes wrong,” he adds.


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