Peer-to-Peer Support Finally Comes of Age



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After more than 30 years in the technical "wilderness," community-based support models are becoming widely accepted as a legitimate part of the enterprise support environment.

Table of Contents

  • Analysis
    • Introduction
    • User Survey Results Highlight the Acceptance of Peer-to-Peer Support Models
    • The Four Modes of Peer-to-Peer Support Adoption
      • A Complementary Support Source to Enhance/Extend Vendor-Provided Services
      • An Alternative to Vendor-Provided Support
      • A Forum for the Dissemination of Best Practices
      • Candidate Evaluation Data for the Selection of Permanent and Subcontract Resources
    • Conclusion
  • Recommended Reading
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