Published on September 22nd, 20111
Service desks unable to cope with mobile devices
The influx of mobile devices into the workplace is overwhelming IT resources, with 76 per cent of service desks reporting support issues according to research carried out by LANDesk.
Staff believe that mobile devices go beyond being beneficial, with 96 per cent seeing them as vital to productivity. However service desks are struggling to support and integrate the plethora of new devices and operating systems, with almost half saying they were not even consulted before their organisations invested in the new technology.
‘‘The inundation of service desks with these devices has resulted in undue strain. There is a belief that it is the duty of service desks to support mobile devices – yet they have little involvement in decisions that directly affect the service they can provide,’’ says LANDesk director Ian Aitchinson.