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3 practices to help the Service Desk keep pace with BYOD

‎10-17-2013 07:56 PM - edited ‎09-25-2015 10:48 PM

Guest post by Oded Zilinsky, SPM Chief Functional Architect, HP Software


We all know that providing top-notch IT support for the Lines of Business has become a harder task. Technology consumerization trends have raised employee expectations and demands when it comes to the experience and immediacy of consuming services—while IT Support budget is always short.


Bring Your Own Device (BYOD) further raises this bar. Employees are bringing their own newly purchased devices to work, and expecting IT to support them. How can IT possibly keep up the pace with every smartphone model, and every tablet’s latest OS version? 


The solution to this problem is found within the problem itself. There are always employees that outrun IT by hooking a new device into the corporate’s network. The antidote to the IT challenge is that some of these employees are motivated to share their experiences with the latest device, and can help their technology-pals with troubleshooting similar devices.


This “sharing cycle” is best kept between the employees and their colleagues, allowing IT to focus only on the devices and services that matter the most.

Here is how it works:


#1 - Internally crowd-source your support

The first ones that bring the latest devices, models, OSs, email clients, etc. into the corporate environment are the “technophiles”. These are the people that happily take on the challenge of figuring out how to make their latest device operate at work, and usually do not turn to IT for help.

Once those guys figure it out, IT simply needs to internally crowd-source the support of these latest technologies to the right technophiles, and let the technophiles help their colleagues. By utilizing this structure IT is effectively employing at least a ten-fold of “crowd sourced agents” to respond to subjects that it would’ve never gotten time to formally cover.


So when an employee brings in his new device and cannot find formal IT articles for it, he can post a question for the community, and the question should be routed to the correct expert to respond. It’s about finding the right expert to help on the right question, and facilitating the contact.


#2 - Scale your knowledge base by converting crowd-sourced responses into knowledge

One-on-one interactions between employees and their colleagues is a great way to extend the boundaries of IT’s knowledge, but can only get you so far. The next level is reached when one-on-one interactions become one-on-many; when a single response of an expert helps solve the problem of a dozen of other employees.


When an expert helps his colleague and provides an answer to a new challenge—we want to capture that discussion in the system and make it available to the next employees in line. This allows for employees to check for a resolution to a problem on their own If that solution doesn’t solve the issue, he can always ask another friend. It’s about eliciting knowledge out of social interactions, and serving those in the right future context.


#3 - Focus your IT Support agents on the services and technologies that matter most

IT cannot be in the details of every technology and every service available to the employees. But the majority of employees (or at least a significant minority) are all using the same mobile device, email client or cloud storage service—and IT better support these popular devices well. It is actually best if IT can stay ahead of the curve and understand where trends are heading, before support requests reach their peak and IT is flooded.


 The help desk manager or the knowledge base manager need visibility into the topics that interest the LOBs the most, the most performed searches, and the hottest Q&A subjects. This is Big Data, so of course IT shouldn’t be looking at the “trees” but instead have the means to see the whole “forest”. It’s about capturing Social Big Data, and making sense of it through the right analytics.


For more information on how HP Service Anywhere can help you see the forest in your environment, visit us here.


About the Author


This account is for guest bloggers. The blog post will identify the blogger.

on ‎10-19-2013 01:34 PM

Oded - nice post;  mobile device diversity is a huge topic right now - and I just saw anarticle that also posted this week where Gartner identifies mobile device management as one of their top 10 strategic technolgy trends for next year!  .

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