You probably have a lot of information on IT services on the enterprise intranet, but it is neither easily accessible, nor current. And, because different individuals or groups assemble the information, it is inconsistent. Users still prefer to call their peers or somebody they know in IT organizations if they need help. These informal links are expensive and often provide misleading information. These interdependencies have substantially affected IT organizational structures.
People lead tasks that invariably span organizational boundaries.
Organizational units and management hierarchies matter less and less. Unfortunately, while these people in the center of excellence disseminate information to others, they lack access to the information relevant to do their own jobs. Electronic virtual space offers an opportunity to address many of the constraints you face in the organization. As I mentioned before, you must segment users to address their specific needs. You could base this segmentation on users' functional roles as well as their IT skills proficiency.