Desktop support gets a DORG award because people are working very hard trying to make things more confusing than they should be. Figure 10 seems logical, especially to management, but for the troops in the trenches it's a nightmare. It's extremely difficult to separate hardware, software, and architecture. The help desk staff have a difficult time figuring out whom to call within the desktop support group, because the functions overlap and confusion usually reigns.
Figure 10 Splitting up hardware, software, and architecture support.