Gartner Research

Desktop Support Innovation Will Drive Lower Cost and Improved Services

Published: 29 September 2015

ID: G00278340

Analyst(s): Helen Huntley, David Ackerman , Daniel Barros


Business demand for desktop field technical support is evolving as automation and improved services are driven by new technology and approaches. Sourcing managers must identify effective offerings and contract with service providers for improved services that drive down costs.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • As desktop field technical support functions take advantage of technology to drive lower labor requirements and more-effective service, sourcing managers must make this a priority to implement an effective field support strategy
  • Adoption of the BYOD policy will add complexity to the current field support model, and changes in processes, governance and device coverage, which sourcing managers must address
  • As HVDs continue to grow, sourcing managers must contract with a provider to balance user convenience with effective security

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