Crowdsourcing a Collaborative Help Desk: What Does That Really Mean?

What are the concepts of "crowdsourcing" and "mass intelligence," and what's their potential when used together on a project like creating a collaborative help desk? We continue to face the challenge of supporting a rising number of IT services for a user population that is increasingly sophisticated in its use of technology. At the same time, we face tighter institutional and IT budgets. Is crowdsourcing a potential win-win for IT and its stakeholders? What are the pros and cons? Bring your ideas and experiences to this engaging discussion.