There is a drive to streamline everything, including all IT infrastructures. The logic behind this drive is that, since everybody is essentially doing the same things, it makes sense to have everyone adopt the same IT platform. Even better: have this platform be in the Cloud, which will reduce or eliminate the need for support.
The problem with this logic is the idea that the need for support disappears just because everyone is using the same technology platform. In reality, the support will probably just be shifted from the customized local setup to the provider of the bigger infrastructure.
Consider a specific example: moving from a local Exchange setup to Google Apps email. This is a great move in many ways. But have you thought about what you’ll do if you need support? Is there a number to call? Does Google have a local tech specialist who can come to your home or business and work with you, side-by-side? If so, how do you even start to explain the details of your problem?
Usually, big entities like Google have wagered that you will use their service because of the low cost. As for support, it follows the “self-serve” model—sort of like a low-cost buffet restaurant. You’ll have to use guidance from web forums and tech notes to get yourself set up.
There are also places that do hosted Exchange and provide full IT support remotely. With these, you might at least get someone on the phone. But sometimes it is difficult to get walked through a series of configurations. Remote IT support can sometimes work if tech specialist can take control of your desktop; IT consulting firms do this already to reduce travel costs. But when dealing with someone who is not very savvy, this can be a problem. Also, the remote control tool isn’t usable when there’s no access to the Internet.