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The Future of Desktop Support

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  1. The Future of Desktop Support Rick Joslin HDI Executive Director, Certification & Training

  2. Is Desktop Support going away?

  3. Will it be extinct?

  4. Or is the role changing?

  5. Life is Changing In the beginning… Ever changing…

  6. In the new world… • We need a new image. • We support the business. • We must keep abreast of current technologies.

  7. New Image Desktop Support is the most common name after IT HelpDesk or Service Desk

  8. What do you call it? • Technical Support • Business Infrastructure Services (BIS) • Technology Service Center • Gadget Central • Geek Squad • Corporate Geeks • Apple Geniuses

  9. A Shift is Happening More organizations are integrating Desktop Support with the Support Center.

  10. More Incidents Resolved Remotely

  11. Skilled staff are still needed.

  12. DS = Technology + Customer Service

  13. Do Certifications Matter? • Required • Paid more • Impacts promotions • Influences hiring

  14. Required Certifications • CompTIA • ITIL • HDI • Microsoft

  15. Outsourcing Desktop Support • 82.9% do not out outsource this function • Is there a shift to bring it back in house?

  16. Supporting the Business Alignment Skills Language Priorities ROI Value

  17. It is not about Technology

  18. Leverage Best Practices 71.0% Select technology aligned with ITIL. 25.5% align with HDI. And 17.0% align with KCS.

  19. Required Support Technologies Top 3: Remote Control, Incident Management & Knowledge Management

  20. 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.

  21. Incidents vs Requests

  22. Requests Take More Time

  23. Customers are Going Direct to DS

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

  25. Staying Current with Technology And Trends • Bring Your Own Device • Mobility • Consumerization • Cloud • Virtual Environments

  26. 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

  27. Devices Supported • 86.1% of DS team support mobile devices • 67.8% support telecommunications

  28. Consumerization of IT Providing more choice and more access points.

  29. Cloud has moved the computing, and the data, but not the user or the device.

  30. Virtualization Centralizing the data, the applications, and the configurations. Shifts from application support to connectivity support.

  31. Some Elephants Will Learn New Skills

  32. Some Elephants Will Become Stars

  33. 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

  34. Thank You Rick Joslin rick.joslin@ubm.com 724-396-5975