Gartner Research

Mobility Is Having a Major Impact on IT Support

Published: 12 February 2015

ID: G00271760

Analyst(s): Terrence Cosgrove


IT operations managers need to initiate new support measures that address the increasing burden of mobile device support on IT service desks. Augment your traditional IT support with consumer-style support practices that provide high service quality and encourage self-sufficiency.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • IT operations managers must address growth in the mobile device support workload, which is taxing the IT service desk
    • Top Mobility Management Challenges
    • Mobile App Analytics
  • Differences in the OS architecture and device ownership models for enterprise mobility require IT operations managers to augment traditional PC support with new forms of end-user support
    • Self-Support Is Critical
    • Internal Walk-Up Services

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.