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Majority Of Service Desks Not Supporting BYOD

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Dell KACE claim the majority of service desks can't or don't want to support BYOD

Dell KACE has released a survey this month which claims that “a majority” of IT support team help service desks are unwilling to support employees who want to bring their own device (BYOD) to work.

This UK-based survey suggests that as many as 56 per cent of IT professionals believe their IT service desk is ill-equipped to deal with user-owned tablets entering the network.

Why the #FAIL here?

Dell KACE says that this is either because they:

  • can’t or
  • don’t want to support them

But is there much value in analysis of this kind with “loaded” questions to a mere 149 survey respondents?

Some 27  per cent of the 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.”

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.

  • Some 52 per cent believe the service desk is seen as ‘the face of IT to the business – so our service levels matter’.
  • A further 20 per cent said it was not seen as a strategic part of IT and 17 per cent said ‘users only see us when they have an IT problem’.

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”.

Our survey said…

The firm confirms that participants here included front-line IT professionals, IT managers, IT executives and others – all taken from what is claimed to be a “wide range” of company sizes and industry verticals in the UK.

Does Dell KACE have an agenda to push here? Perhaps so, but not to the degree that the firm is trying to also plug a product as its system-management solutions and family of appliances are designed to work at a higher level in most senses. That being the case, we may well have more BYOD dangers on the road ahead than we even realise as of now.




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