The future of desktop support
This presentation is the property of its rightful owner.
Sponsored Links
1 / 34

The Future of Desktop Support PowerPoint PPT Presentation


  • 138 Views
  • Uploaded on
  • Presentation posted in: General

The Future of Desktop Support. Rick Joslin HDI Executive Director, Certification & Training. Is Desktop Support going away?. Will it be extinct?. Or is the role changing?. Life is Changing. In the beginning…. Ever changing…. In the new world…. We need a new image .

Download Presentation

The Future of Desktop Support

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


The future of desktop support

The Future of Desktop Support

Rick Joslin

HDI Executive Director, Certification & Training


Is desktop support going away

Is Desktop Support going away?


Will it be extinct

Will it be extinct?


Or is the role changing

Or is the role changing?


Life is changing

Life is Changing

In the beginning…

Ever changing…


In the new world

In the new world…

  • We need a new image.

  • We support the business.

  • We must keep abreast of current technologies.


New image

New Image

Desktop Support is the most common name after IT HelpDesk or Service Desk


What do you call it

What do you call it?

  • Technical Support

  • Business Infrastructure Services (BIS)

  • Technology Service Center

  • Gadget Central

  • Geek Squad

  • Corporate Geeks

  • Apple Geniuses


A shift is happening

A Shift is Happening

More organizations are integrating Desktop Support with the Support Center.


More incidents resolved remotely

More Incidents Resolved Remotely


Skilled staff are still needed

Skilled staff are still needed.


Ds technology customer service

DS = Technology + Customer Service


Do certifications matter

Do Certifications Matter?

  • Required

  • Paid more

  • Impacts promotions

  • Influences hiring


Required certifications

Required Certifications

  • CompTIA

  • ITIL

  • HDI

  • Microsoft


Outsourcing desktop support

Outsourcing Desktop Support

  • 82.9% do not out outsource this function

  • Is there a shift to bring it back in house?


Supporting the business

Supporting the Business

Alignment

Skills

Language

Priorities

ROI

Value


It is not about technology

It is not about Technology


Leverage best practices

Leverage Best Practices

71.0% Select technology aligned with ITIL.

25.5% align with HDI.

And 17.0% align with KCS.


Required support technologies

Required Support Technologies

Top 3: Remote Control, Incident Management & Knowledge Management


Changes in business demands

Changes in Business Demands

54% of desktop support teams have seen a increase in ticket volume over the past year.

16% of desktop support teams have seen a decrease in ticket volume over the past year.


Incidents vs requests

Incidents vs Requests


Requests t ake m ore t ime

Requests Take More Time


Customers are going d irect to ds

Customers are Going Direct to DS


Customer satisfaction

Customer Satisfaction

Email and Website are most commonly used to collect Customer Satisfaction data


Staying current with technology

Staying Current with Technology

And Trends

  • Bring Your Own Device

  • Mobility

  • Consumerization

  • Cloud

  • Virtual Environments


The future of desktop support

BYOD

Interesting stats:

  • Currently, 74% of companies allow some sort of BYOD

  • 89% have mobile devices connecting to their networks

  • More than 50% of network devices will ship without a wired port

    Pros:

  • Enhanced productivity (perceived)

  • Better mobility

  • More availability

  • Cons:

  • Security (device and network)

  • Manageability

  • Supportability

  • Ownership

  • Expectations

  • IT knowledge and development lacking


Devices supported

Devices Supported

  • 86.1% of DS team support mobile devices

  • 67.8% support telecommunications


Consumerization of it

Consumerization of IT

Providing more choice and more access points.


Cloud has moved the computing

Cloud has moved the computing,

and the data, but not the user or the device.


Virtualization

Virtualization

Centralizing the data, the applications, and the configurations.

Shifts from application support to connectivity support.


Some elephants will learn new skills

Some Elephants Will Learn New Skills


Some elephants w ill become stars

Some Elephants Will Become Stars


Free to hdi members

Free to HDI Members

To get additional research statistics, download or view online the

2014 HDI Desktop Support Practices & Salary Report

Also available via the HDI Reading Room app

ThinkHDI.com/DS


Thank you

Thank You

Rick Joslin

[email protected]

724-396-5975


  • Login