Gartner Research

The Impact of Mobility on the IT Service Desk

Published: 17 July 2013

ID: G00251936

Analyst(s): Terrence Cosgrove, Jeffrey Brooks


The growing numbers and diversity of mobile devices in the workplace is increasing the IT service desk workload, yet organizations are not adding support staff. I&O leaders must implement new support models to address the increasing user demands.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • The growth of mobile usage and device diversity is increasing the number of calls to the IT service desk
    • Organizations Lack Sufficient Support Data for Mobile Devices
    • While Support Calls Are Increasing, Volume Is Still Relatively Low — Plan Now
  • The lack of new support capabilities for mobile devices is reducing the quality of services I&O organizations provide to users
    • Self-Support Is Critical
    • Internal Walk-Up Services
    • Traditional IT Support Capabilities Are Still Necessary

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