August 01, 2012 // By: Heather McIlvaine // 4 Years, 10 Trends
The consumerization of IT is not only bringing tablets to the enterprise (see trend 1), it’s also disrupting other areas of the business, such as the service desk. More and more companies in the consumer market today are providing customer service help online and via social and mobile tools. People are getting used to tweeting rather than calling the airline if their flight is cancelled. When they want to figure out how to set up a new app on their tablet, they turn to the ultimate crowdourcing support tool, Google. And with all of it, they have come to expect rapid response times. While real-time support may not be realistic in the enterprise, the service desk will need to adapt to these other expectations going forward.
By 2016, Paquet says, service desks in the enterprise will be taking a proactive rather than reactive approach to IT problems. More focus will be placed on training and educating users on their devices to improve productivity. When a problem does arise, users will be able to contact the service desk via their mobile device.