It’s understandable that a CIO would be worried that a new “Bring Your Own Device” policy could lead to a spike in technical support calls, swamping an already resource-strapped help desk. Even worse, the help desk wouldn’t be able to provide a high level of support anyway, because it’s impossible for a small staff to be experts on so many new-fangled mobile devices.

But the flood of help desk calls never materialized, claims Gartner analyst Jarod Green.

In fact, BYOD and other factors have led to a decrease in help desk calls and further shrinking of help desk staff. The trend is so clear that the help desk-the traditional face of IT-risks becoming irrelevant in three years.

“It’s time to blow up your service desk,” Greene says.

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