Gartner Research

How to Staff and Scale Your Mobile Operations Team

Published: 26 March 2015

ID: G00271439

Analyst(s): Chris Silva , Bryan Taylor

Summary

The growth and complexity of mobile use cases is forcing support strategists to rethink their strategy. To avoid unsustainable expansion of support teams and their duties, organizations must segment mobile populations to determine access to support and plan for staff to operate management tools.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Segment Mobile Users to Lay a Foundation for Scalable Support
  • Define the Scope of Mobile Support to Deliver Value and Contain Cost
    • Software-Centric Support Breaks Down Across Level 1, 2 and 3 Support
    • Mobile Support of Hardware in Addition to Software Is Critical
  • Properly Anticipate Staffing Needs of Mobile Management Tools

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