Gartner Research

How to Manage Support Using Gartner's Managed Diversity Model

Published: 10 October 2013

ID: G00257885

Analyst(s): Ken Dulaney, Rich Doheny

Summary

Legacy support models are unsustainable in multidevice, bring-your-own-device enterprise environments. IT leaders should use Gartner's managed diversity model to meet their support needs by defining clear end-user and support boundaries.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Consign All Endpoint Devices to One Support Group
  • Provide Full Support for a Limited Set of Devices in the Fully Managed Category
    • End-User Tradeoffs and Benefits
    • Life Cycle Support
    • Endpoint Application Support
    • End-User Tradeoffs and Benefits
    • Life Cycle Support
    • Endpoint Application Support
  • Contract With a Third-Party Service for End-User Support in the Exceptions Category
  • Additional Elements of a Support Program
    • VIP Support Option
    • User Training
    • Backup and Restore
    • Attachment Policy
    • Endpoint Device Management Software

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