How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that doesn’t always have a clear cut answer.
Every IT Manager knows the advantages of sharing knowledge. It is essential to driving down the amount of service calls received, increasing efficiency, problem resolution and ultimately, improving the customer experience.
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Our latest newsletter, featuring research from industry-leading group Gartner and a Q&A with Axios CEO Tasos Symeonides, will also give you all you need to know about peer-to-peer and more importantly, when to put it in place.
Gartner advise that any peer-to-peer IT support strategy must reflect the knowledge-sharing culture of the business. Without considering this, the chances of increasing efficiencies will be greatly affected as the Service Desk will be rushed off their feet.
There will always be a degree of resistance from IT. After all, you are changing the way it has been run for years. You just need to convince them that it’s for the best.
The first stage: instill a level of collaboration and build from there.
As Tasos says: “Organizations with high levels of collaboration are far more likely to succeed in using peer-to-peer. It allows users to find workarounds for issues they face and it also enables higher productivity due to increased communication.”