It doesn’t take a crystal ball to see that the IT service desk is evolving into a more automated, streamlined, functional entity. One of the areas of strong growth and change is the aspect of mobility. Workers today aren’t tied to desks and PCs, they are on the move. There are several ways that the IT service desk can make the most out of the new mobile workplace. Here is a look into the future.
Using an Organizational App Store
The service desk of tomorrow (and many of today) offer an enterprise-specific app store, where users can order the hardware they need and download apps approved by IT for their work tasks. Not only will this provide convenience, but it will help eliminate users from introducing their own apps into the enterprise systems, which will make the security of systems more solid.
IT and managers will use the system to approve requests for new apps and necessary hardware, while users will have instant, convenient access to the tools they need to do their jobs, even when they aren’t working within the confines of the enterprise’s facilities.
Streamlining IT Service Desk Operations With Self-Service
Self-service is the future of the service desk. This feature frees valuable IT workers for more productive tasks, while giving users faster and easier access to the answers and solutions they need. The self-service desk will become more mobile, so that workers outside the offices can get fast, efficient help just as those onsite workers do. Knowledge bases will grow and expand to address a multitude of service issues, training, and hardware fixes.
Providing a Community for User Support
The concept of user communities isn’t new, but as the service desk learns to cope with all of the new devices and technologies introduced by BYOD policies, community support forums will free the IT desk from having to answer all of the user queries associated with specific devices and apps. Without user support communities, the service desk would be inundated continually with calls from users asking device-specific questions about their own devices, which IT is inevitably not responsible for. This feature will make the mobile future manageable for IT departments with limited resources.
Managing Facilities Remotely and Automatically
Mobile workers often have need for facilities, such as conference rooms or assets like projectors. Mobile apps to manage facilities and IT assets will make it possible for users to reserve rooms, check out assets, and otherwise manage facilities use without making a call or creating a ticket for the service desk to handle. Some apps offer the ability to upload maps of the facilities so users can select the rooms or assets they need intuitively. This allows for easy reservations, even if the remote worker isn’t familiar with the room numbers.
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