Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.)
by Roy Atkinson December 28, 2017
Technical support is not going away anytime soon. I’ve lost track of how many times I’ve written that, but here it is again. It might be nice to dream of a world where no one needs to get support because things have stopped breaking, where everyone seamlessly gains access to everything they need, and everyone is completely competent with the tools they need to accomplish their work. For now—and for the foreseeable future—people need to get help, and things do break.
A quick comparison of the newly released HDI 2017 Technical Support Practices & Salary Report, available free to HDI members, shows that service and support actually gained ground in 2017 in terms of hiring.