What would happen if our regular help desk integrated with social networking platforms like Facebook, Twitter, Google Docs, etc. Would it be possible? Will it be useful? Will it increase the load on the help desk or reduce it? Will it help the end user or hamper him?
ITIL itself defines the help desk as a “single point of contact”. Social networking talks about collaboration – multiple points of contact. Aren’t they really paradoxical?
Let’s look at how organizations function. They have multiple end users, an IT department with a support team  …