Pawel,
I am based in India and have seen people still having more faith in traditional
vendors with closed source software. Buy s/w with in a box way. Pay them for
AMC for few years. Refresh everything after that.
Its all about changing mindset. It takes time. I would hope it happens soon. :)
_
Atul,
Nobody says that you need to get rid of your Service Desk / IT Support. The
difference is that 2nd line agents are changed from technical people that
are fixing the issue for themselves to "Supplier Managers/Incident
Managers" that work closely with the supplier to have the issue fixed ASAP.
Pawel,
Your right. But the problem with big enterprise and CIO is they want someone 4
hand holding. So say a particular app is not working, give a phone call and guy
shows up. So this makes them comfortable, support on call. As a result of which
they just don`t mind going into vendor dependent
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