Gartner Research

Tier 0 Support Services Expand to Include Peer-to-Peer Support

Published: 05 May 2016

ID: G00303473

Analyst(s): Katherine Lord , Hank Marquis, Ken Dulaney

Summary

Traditional support models have been unable to sustain the increasing demand for non-enterprise-owned device choices and Mode 2 digital workplace needs. IT support leaders should consider Tier 0 support that includes both automated and end-user collaborative capabilities.

Table Of Contents
  • Impacts

Analysis

  • Overview
    • Users Are Widely Employing Peer-to-Peer Today
    • Vendors Have Already Introduced Peer-to-Peer Support Options
    • Self-Support and Peer Support Are a Top Gartner Recommendation
    • Gartner Research Supports Expanded Tier 0

Impacts and Recommendations

  • The traditional definition of Tier 0 support has expanded from automated tools to include peer-to-peer support, augmenting traditional IT service desk offerings for IT support teams
  • Implementation of Tier 0 support enables IT support leaders to meet their self-support objectives to reduce costs
  • Expanded Tier 0 support will impact the positive perception of the digital workplace by business end users
  • Appendix

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