You may not know it, but the first line of support in IT is not the help desk or Service Desk. Instead it is a special group of users in your organization who have taken it upon themselves to help their fellow coworkers. In ITIL, these special people have been given a formal designation - Super User.
Who are these Super Users and what have they been doing behind your back? Let's take a look at what a super user is, and how they can help you out.