Service desks not equipped to deal with BYOD
Posted on 05 September 2012.
A majority of company IT support teams are either unable or unwilling to support their employees who want to bring their own device (BYOD) to work, according to a survey by Dell KACE.

The UK survey reveals 56 per cent of IT professionals believe their IT service desk is ill-equipped to deal with user-owned tablets entering the network because they either can’t or don’t want to support them.

Some 27 per cent of the 149 survey respondents said that while their service desk can support traditional devices, they cannot support tablets. Furthermore, 18 per cent said their helpdesk can’t easily support any user-owned devices and 11 per cent said they don’t want to support any new devices.

“I find it worrying that organisations have a ‘can’t or won’t’ approach to BYOD, this growing trend across organisations places additional pressure on IT to provide support,” said Seann Gardiner, sales director, at EMEA Dell KACE.

“It is critical that IT is able to easily manage the practice of more devices coming inside the enterprise from outside the organisation. An effective BYOD strategy supports employees. It can increase individual employee’s productivity, which can have a positive effect on an organisation’s performance. Companies should be looking closely at how they manage employees’ BYOD attempts, in order to boost their organisation’s overall productivity,” he added.

On the subject of whether their service desk is integrated with the rest of their systems management tools, 20 per cent of IT professionals said their companies have still not integrated their systems and a lot of other tasks are carried out manually.

The research also reveals that more than a third (36 per cent) of IT professionals say IT problems are tracked using spreadsheets and emails, or a ‘home-grown’ system.

Gardiner said, “Service desks need to be more integrated with other system management tools in order to have a strong overview of all their IT. Manual tracking of IT issues using spreadsheets and emails introduces a big cost overhead as well as taking a lot of time. If you can’t see all IT problems, you can’t fix them. To help organisations perform well, IT must automate systems management tasks which will save time and money. Integration is absolutely key in an environment where the application and device landscape is diversifying”.





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