Cloud computing effects on IT helpdesk

Cloud computing has had a sweeping impact on the technological infrastructure in nearly every conceivable aspect. From home computing, to huge global corporations, Clouds have become not only a benefit, but a standard in today’s world. Services such as data hosting, application access, branch caching, SaaS, security and maintenance, and more every day thanks to the relative ease with which anyone can access development resources. There is no question that cloud services are gaining momentum in many sectors. One of the interesting aspects of the uptake in cloud services is the number of small organizations that are moving to cloud services. Traditionally, IT innovations have seen early adopters in large organizations where economies of scale can help justify the initial cost of a new technology. Small organizations have typically been late adopters as they wait for the players to consolidate and technologies to become mainstream. Not so with cloud services. The fastest growing segment is small business. The most immediate implication is for small outsourcing and managed service providers. The value-add that they provide is eroded significantly when compared with cloud services. As larger organizations providing cloud-based solutions attract more small business customers, small IT shops will lose customers, margin, and traditional service opportunities.

Until recently, the adoption of true IT-as-a-Service was hindered by a number of factors. Despite the introduction of operating frameworks such as ITIL, technological and organizational barriers provided challenges. ITIL changed the way IT professionals viewed their roles within the enterprise, as well as the interaction between providers and consumers of IT in new, service-provider-centric relationships. However, the automation needed for a real service provider