Welcome!

Artificial Intelligence Authors: AppDynamics Blog, Roger Strukhoff, Yeshim Deniz, Zakia Bouachraoui, Pat Romanski

Blog Feed Post

Survey reveals 83% of employees want to report IT issues through their mobile device, yet only 24% of businesses are able to support demand

Service desks not keeping up with shift to mobile

LONDON - 23 April, 2013 - New research by LANDesk Software reveals that employee demand for mobile devices in the workplace is increasing at a faster rate than IT professionals are able to support. Out of 1,000 IT end- users surveyed, 83% now want to create service desk incidents or requests via their mobile device, yet only 24% are able to access self-service systems in this way because their employers do not have the technology to support it.

These results highlight how deeply mobile devices have been adopted by employees into working practices and that this comes with an expectation for related support services, in a similar way that employees can access support by desktop PC. The research suggests many employers are lagging behind the demand when it comes to providing effective support for their mobile employees. If BYOD is to enable employees to be more flexible and productive, businesses will need to match BYOD policies with appropriate IT support, or the increase in productivity expected may be limited.

While access by mobile device may be limited, the research reveals that, overall, 86% of respondents have access to self-service IT support via PC, highlighting industry-wide recognition of its value in providing better service to users, at the same time as reducing costs and improving efficiency.

''Mobile devices have become so integral to how employees work that it's worrying to see so few businesses enable employees to report IT problems via mobile devices. Businesses will find their employees more willing to embrace services if the way they are requested goes hand in hand with the way they work,'' said Ian Aitchison, Director of Product Management, LANDesk. ''In the drive to cut costs and boost efficiency, its important businesses don't lose sight of what makes the end-user tick. The service desk is the support system for the whole business. As employees evolve and adopt new technologies to support them in their work, businesses are well advised to support these technologies to maintain productivity levels and streamline interactions between the employee and the service desk.''

The research also surveyed 10,000 IT professionals, with the findings revealing they have seen positive results from desktop PC self-service despite the limited availability of mobile. Of those surveyed, 85% stated that some or all of the objectives driving self-service have been achieved, with the main benefits identified as reduced call volumes and a better user experience. Of those who don't have self-service in place, 83% want to implement it and nearly half (47%) already have a roll-out plan in place to adopt self-service imminently.

''Enabling end-users to take more control of their interactions with IT delivers tangible benefits, as it simplifies and improves exchanges between IT and the end-user by removing the frustration of multiple calls to the service desk. It is encouraging to see that IT decision-makers are continuing to invest in self-service capability,'' concluded Aitchison.

###

About LANDesk Software
LANDesk Software is the industry's leading provider of IT end user management, including integrated systems and asset management, endpoint security, virtualization management, end-to-end mobility, and user-oriented IT service management solutions. LANDesk provides an adaptive IT delivery model to help IT organizations increase end-user productivity. LANDesk is headquartered in Salt Lake City, Utah, with offices located in the Americas, Europe and Asia Pacific, and can be found at www.landesk.com.

Copyright © 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.

Press contacts
Camilla Morgan-Giles
Porter Novelli
Tel: 0207 853 2311
Email: [email protected]

Sarah Lewis
LANDesk Software
Tel: 01344 442164
Email: [email protected]

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

IoT & Smart Cities Stories
This month @nodexl announced that ServerlessSUMMIT & DevOpsSUMMIT own the world's top three most influential Kubernetes domains which are more influential than LinkedIn, Twitter, YouTube, Medium, Infoworld and Microsoft combined. NodeXL is a template for Microsoft® Excel® (2007, 2010, 2013 and 2016) on Windows (XP, Vista, 7, 8, 10) that lets you enter a network edge list into a workbook, click a button, see a network graph, and get a detailed summary report, all in the familiar environment of...
IT professionals are also embracing the reality of Serverless architectures, which are critical to developing and operating real-time applications and services. Serverless is particularly important as enterprises of all sizes develop and deploy Internet of Things (IoT) initiatives. Serverless and Kubernetes are great examples of continuous, rapid pace of change in enterprise IT. They also raise a number of critical issues and questions about employee training, development processes, and opera...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
AI and machine learning disruption for Enterprises started happening in the areas such as IT operations management (ITOPs) and Cloud management and SaaS apps. In 2019 CIOs will see disruptive solutions for Cloud & Devops, AI/ML driven IT Ops and Cloud Ops. Customers want AI-driven multi-cloud operations for monitoring, detection, prevention of disruptions. Disruptions cause revenue loss, unhappy users, impacts brand reputation etc.
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
Atmosera delivers modern cloud services that maximize the advantages of cloud-based infrastructures. Offering private, hybrid, and public cloud solutions, Atmosera works closely with customers to engineer, deploy, and operate cloud architectures with advanced services that deliver strategic business outcomes. Atmosera's expertise simplifies the process of cloud transformation and our 20+ years of experience managing complex IT environments provides our customers with the confidence and trust tha...
The Japan External Trade Organization (JETRO) is a non-profit organization that provides business support services to companies expanding to Japan. With the support of JETRO's dedicated staff, clients can incorporate their business; receive visa, immigration, and HR support; find dedicated office space; identify local government subsidies; get tailored market studies; and more.
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility. As they do so, IT professionals are also embr...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...