Skyrocketing demand for mobile devices in the workplace seems to be putting too much pressure on IT professionals and support staff. According to a LANDesk Software survey, 83 percent of end-users want to create service desk incidents or requests using their mobile device. However, only 24 percent are able to access self-service systems using mobile gear because their companies don’t have the technology to support it.
BYOD and the consumerization of IT are clearly causing a plethora of issues. The survey found that many employers are simply failing to keep up with demand for effective support for mobile gear. If they fail to do so, the potential benefits of BYOD and mobile tech in general could be limited. Although access by mobile devices remains limited, 86 percent of respondents said they have access to self-service IT support via their PCs.
‘‘Mobile devices have become so integral to how employees work that it’s worrying to see so few businesses enable employees to report IT problems via mobile devices. Businesses will find their employees more willing to embrace services if the way they are requested goes hand in hand with the way they work, ’’ said Ian Aitchison, Director of Product Management, LANDesk. “As employees evolve and adopt new technologies to support them in their work, businesses are well advised to support these technologies to maintain productivity levels and streamline interactions between the employee and the service desk.’’
The research also covered 10,000 IT professionals, who said they have seen some positive results from desktop PC self-service, despite limited availability of mobile support. The majority said self-service helped reduce call volumes and improve user experience. Of those who worked in organizations without a self-service programme, 83 percent said they plan to implement it and 47 percent already have a rollout plan.
