The Emergence Of The Distributed Help Desk

摘要

Traditional business computing — dependent on the monolithic mainframe model — has undergone a paradigm shift toward distributed computing — grounded in the increasingly popular and dominant client/server model. This truly dramatic change in the way enterprises use technology has necessitated a complete reevaluation of the way their help desk departments deliver support to customers and end users. The result is the emergence of a radically different service model: the distributed help desk, or DHD.