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

Summary

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

Analysis

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

Gartner Recommended Reading

©2020 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.