Information Technology Reference
In-Depth Information
backed up, but they will most certainly care about how their problems
can be communicated to the responsible IT professionals. Whenever
human resources are consolidated, users may feel that they are losing
access to their local IT support that was both responsive and directly
available at need.
An effective help desk can aid tremendously in the acceptance of con-
solidated services by reducing the time between user contact and effective
problem resolution. While this may not be as friendly as having an IT
professional in the office next door, it can go a long way toward provid-
ing user satisfaction. Failure here can close the door to future projects,
because users become wary of losing control or level of service. Another
useful option is to retain existing support personnel in office space proxi-
mate to the consumer base, but to structure help desk functions to allow
online support from any help desk operative. Users can retain the feel-
ing of being well supported while gaining access to support skills across
the enterprise by employing virtual teaming, instant messaging between
support professionals, and centralized telephone and Web-based contact
mechanisms for users to request help.
Tip:
When building interest in consolidation projects, concerns about the
loss of local control can often be addressed by examining existing inter-
dependencies. Stakeholders may not be aware that they already depend
on networking, authentication, name resolution, or other services pro-
vided centrally or externally. The perceived loss of control is often merely
that—a perception that control exists currently, without considering the
interwoven nature of an enterprise network.
Consolidation Is Not Limited to Technology
Operational capability often relies on information technology to such an
extent that even a short time without access creates a tremendous cost
or service disruption. Organizations are faced with the need to address
a global marketplace, which may include requirements for maintaining
data stores within specific geographic locales. Web-based services and
applications are extending the full benefits of being “in the office” to
a wide range of highly mobile users, which again may rely on services
hosted at multiple locations. Rather than attempting to provide a full set
