Published: 26 April 2023
A collaborative support hub, an alternative to a tiered IT service desk, is more suited to swarming and product teams, but risks failure when left unmanaged. This research explains how I&O leaders can develop community roles within both IT and the business to drive mutual success.
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I&O leaders are finding that the roles required to support distributed models like collaborative support hubs differ from those associated with traditional tiered support, and struggle to find employees with experience managing and supporting communities.
Existing job descriptions are unsuitable for evaluating readiness for a collaborative support hub because new skills are needed.
Collaborative support hubs are ineffective when treated like traditional support channels, and must instead be managed as a community involving active and willing participation from both IT and non-IT employees.
As an I&O leader focused on infrastructure, operations and cloud management, you must:
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