I had a fascinating meeting with a Big Five Integrator strategic planner. He is seeing that IT support per user will be diminishing as users take more of a role building and maintaining their information environment. He said they are seeing that in Afghanistan, some troops make increasing use of their social networks for tactical information rather than the DoD furnished systems.
Users who have mastered social networks expect a customized, more useful information technology environment. Here are some ideas.
If you make your own environment you are either satisfied with it or you improve it. Complaining about support is no longer a core job skill... http://throughthebrowser.blogspot.com/2009/11/is-moores-law-disrupting-it-services.html