Gartner Research

Mobility Is Having a Major Impact on IT Support

Published: 12 February 2015

ID: G00271760

Analyst(s): Terrence Cosgrove

Summary

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

Analysis

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

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