Gartner Research

Don't Abuse Business Users for Peer-to-Peer IT Support

Published: 24 February 2016

ID: G00281218

Analyst(s): Chris Matchett , Adam Preset , Manjunath Bhat


Untapped knowledge within the employee community offers an opportunity to provide a Mode 2 option for IT support. Can I&O leaders responsible for IT service support ensure that business productivity will not be hindered by distracting business users from their jobs?

Table Of Contents
  • Key Challenges



  • Ensure That Peer-to-Peer Support Reflects the Business Knowledge-Sharing Culture
  • Create a Portal Where Both I&O and Business Employees Can Help Each Other Solve IT Issues
  • Establish Guidelines on Participation, and Motivate and Reward Within Those Boundaries

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