In a previous blog on consumerisation of IT (9th Nov 2011), I talked about the move to users getting used to provisioning services online. An extension to this is accessing the Service Desk through social media (Facebook) or chat (MSN). While many are sceptical, let me bring another perspective.
Google has seen both the number of clicks and the price per click drop again in the last quarter as users move away from browser based applications where Google is very strong in Search and Display adverts to mobile and chat based applications (like Facebook, Twitter) where Google has found it harder to monetise its solutions. Some analysts are suggesting that this accounts for the recent Google share price drop. They are suggesting that in the medium term most users will be chat based, rather than browser based - what odds then on needing an online services catalog at all in 10 years?