I am encountering many IT leaders who are concerned that they cannot reconcile the need to support every new user device that hits the market.
This most likely reflects the world they grew up in, whereby users were spoon-fed and developed the lazy habit of seeking help rather than opening the user manual or just having a play.
The merging Gen Y user is in a hurry to get things done. They know the questions they have re their email or device issue have been asked before and answered by many. So they simply surf the web, follow the advice and progress with their work without missing a beat.
They are not interested in dealing with knowledge politics and the surliness of tech staff sentenced to to the service desk for bad behaviour or social skills shock therapy.
By all means set up a forum to let users share their experiences, but in reality the service desk needs to move from supply management to high value demand creation.