Self-Service Portals in the Modern-Help Desk Model

A self-service portal has become an integral part of any IT department’s end-user support. The pendulum is in full swing towards companies empowering their employees to solve their own tech issues by eliminating the traditional IT help desk model. Perhaps the pendulum is swinging too fast and too far. Are end-users truly prepared to serve autonomously as their own help desks? The short answer, according to IT managers and industry analysts is: yes and no.