What Jason proposes may actually happen but I predict that it will result in end user frustration.
My experience has been that most IT consultants do not fully understand your business processes or corporate culture (language) and they tend to install generic systems that mostly work but may have some glaring holes or worse, they try to install more than their clients need or can handle all at once.
I suspect that Cloud support for end users will be slow, scripted and generic. "Did you reboot your system sir? Please do that now. Did you clear your cache? Please do that now." etc..
IT workers know this because right now we are the ones calling the vendors for support. We are the ones waiting for the support technician to call us back. We are the ones trying to escalate support past the level one technicians.
We are the ones who understand the business process and the corporate language.
Corporate language can look very foreign to people outside of the company.
Example: Did VX review the BR for the V08 TPF EM alarm data? Yes, but there was an out of spec in purification so it's in EDMS on a modified route to QA and the DD's. All IT staff at my company understand that dialog. Would a Cloud support technician have a clue?
Unfortunately, the end user will not appreciate the level of support they got from their company IT department until the department is no longer there.
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