Users & Self-Support: An Exercise in Tradeoffs

New tools and approaches from software vendors are causing enterprise IT managers to rethink how they handle support. Does IT focus on controlling software updates and maintenance, or do they cede control to the vendors and even the users?

A great example of some of these new tools is Microsoft Corp. (Nasdaq: MSFT)’s Fix-it. If you haven’t seen it yet, check out this page in the Microsoft support library. In the past, if somebody went to Microsoft and found a solution, they still had to follow a series of steps to resolve the issue. With Fix-it you click on the icon and a script is downloaded to execute all the steps! One step and you are done, so you might find more users helping themselves, which could be a good thing. No — given today’s limited resources, that could be a great thing!

Read the full article at Internet Evolution.