Four ways mobile is changing IT support

By Joe Hewitson, on


The shift toward a mobile workplace has brought many changes to the world of IT. From new security paradigms to distributed infrastructure, the IT landscape is changing rapidly and companies are being forced to keep up.

Despite its less obvious evolution, mobile is also changing IT support in the following four key ways:

1. Evolving costs

Cost has always been a limiting factor for modern IT. With never-ending hardware upgrades and costly software licenses, support budgets are often used up quickly. As mobile continues to shape IT environments, this cost structure has started to shift, and support teams must adapt accordingly.

A recent IBM report titled “Transforming user IT support: Bringing users and resolution closer together” sheds valuable light on this shift. The report notes the International Data Corporation predicts 60 percent of CIOs will be required to reduce operations and infrastructure costs by 2017 because of the transfer of investments in mobility, big data and cloud services. As such, mobile organizations need to find creative ways to support their users when resources are squeezed. Reducing cost per incident with the right-to-left strategy is one such way.

2. Do-it-yourself support

Though shifting cost structures might cast doom and gloom, mobile innovation may have a couple tricks up its sleeve to relieve the pressure. One crafty solution is to empower users to take a larger role in IT support. According to the IBM report, 43 percent of enterprise organizations worldwide use self-service IT solutions.

With mobile entering the picture, these solutions become even more viable. The flexibility of mobile allows users to report issues in more places and with greater ease. The greater number of reports can feed user-based resolutions and create support communities to ease the burden of traditional support.

3. Work anywhere, support anywhere

Let’s be honest — phone support is never a popular option. Most people would rather have someone guiding them through their issues in person, but that gets expensive. Despite the preference for in-person support, a Morgan Stanley case study in the IBM report showed that remote support can be equally effective, especially in mobile environments.

In Morgan Stanley’s case, the company modified its ticket process to divert certain requests to a centralized IT support model. The effect was a stark reduction in the need for onsite service, with 85 percent to 90 percent of centralized tickets being resolved remotely.

4. Timely resolution

One of the biggest ways mobile is changing IT support is not only by reducing cost per incident, but also reducing time spent per incident. The two actually go hand in hand — the faster an incident is resolved, the less it will likely cost. By leveraging the mobility of a workforce and the streamlining effects of a centralized IT support model, incident resolution times can be effectively reduced.

The best way to enact this change is to adopt a strategy such as the right-to-left model. With this tactic, mobile organizations can reduce incident resolution times by shifting away from onsite support to centralized, automated and mobile support solutions. For example, by enabling users with click-to-chat services connected to centralized support, enterprises can shift 12 percent more incidents to level-0 resolution. More resolutions at level-0 means reduced cost per incident and time spent per incident.

In the end, mobile has proven to be a game changer at every level of IT. Support is certainly no different. If enterprises can leverage these changes to enhance support abilities and improve mobile ROI, they might just be able to use those resources for further innovation and success. With the right strategy, that might be easier than you think.

About The Author

Joe Hewitson

IT Developer, Total Benchmark Solution

With a degree in Applied Computing Technology and over a decade of service in the IT and Software Development industries, Joe Hewitson has acquired a keen ability to write about emerging technologies and the impact they have on a wide range of industries. Accompanying his love for all things tech is a passion for writing informed and engaging pieces in an easy to understand voice. Living in the beautiful arms of the Rocky Mountains, Joe is an avid outdoorsman and enjoys running, biking, and fishing.

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