The norm with IT departments used to be that they had just a single set of devices to deal with: Laptop or desktop computers bought by the company for use by employees. Your organization could be among many that battle with fuzzy lines imposed by tablets and personal mobile gadgets; perhaps the approach to take in dealing with them from a support standpoint is lacking. This struggle is expected to continue as tablets and smartphones continue to multiply.
The future seems prepared to deliver more connected devices, and as the Web grows beyond its previous desktop borders, you could have a swelling list of devices to worry about as well. Anything that can access the internet and has potential for professional use should be familiar to IT staff even if you don’t entirely support it.
You might be shocked to learn that 60% of desks are handling more than the usual IT break or fix calls. IT service desks have been operating for more than a decade now, but 40% are still unwilling or unable to breach the boundary of a purely reactive and old fashioned, help desk duty. The figure is not telling you how many of the 40% have opted to stay like this as a mindful choice but the attendance at events aimed at promoting growth in service desk standards will tell a story of its own.
Currently, the set up of an IT service desk and the support environment is relatively easier than before. Cloud solutions for Software as a service are available to allow your company to make an impact really fast without having to invest in time consuming and costly infrastructure solutions. The need for simplicity is equally vital when it comes to creating and preserving capability. Your real desire is to eliminate the complex support links and numerous systems of self help.
As data grows and the labor force becomes more geographically detached, your IT team will require operations that are centralized and easy to manage. The drift of operations into the cloud will make data centralization easier, thanks to the quick set up of applications and servers, together with separate virtual machines. You will be able to troubleshoot and manage IT solutions more easily, and handle issues from one, centralized dashboard.
About Nathan Riley
Nathan Riley is a Sales Director for Samanage. He has seven years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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