CIO.com: Help desk resources have been dwindling, so how are CIOs able to finance the transition?
They need to get ahead of it, such as building some groups within the organization to test different devices-gadget groups-and training employees before putting this thing into effect. It's about finding employees they think can move into these types of enterprise Genius Bar roles and getting them experience with the types of devices so that they can take on the shift.
But the cost of setting up an enterprise Genius Bar is going to be a challenge. There's going to be an upfront cost. I don't know if you're going to be able to do a one-to-one replacement of a service desk analyst with someone who works at the Genius Bar.
CIO.com: What are the dangers of an enterprise Genius Bar?
Burgio: I think the biggest one is, how does it scale?
If you're a company with multiple locations across the globe and have [an enterprise Genius Bar] set up at one or two locations, the people who are getting the opportunity to visit one of them might talk about it and say they really like the experience. The other areas and employees will know they're still stuck with the traditional way of getting service.
CIO.com: Do you foresee a lot of failures?
Burgio: I think [CIOs] will have to do a lot of research first. You have to make sure that there is a need for this within the company. You need to make sure that any of the policies, the process for people to come in and visit, is set up properly. People are still going to have to use a traditional IT tool to schedule an appointment or submit a ticket or whatever it is to the enterprise Genius Bar.
But if a CIO tries to implement this [verbally] and doesn't take the time to do the research, I absolutely see that they can fail very easily.
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