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IDC PlanScape: Enterprise Mobile Support

IDC PlanScape: Enterprise Mobile Support

This IDC study shows how to determine what your mobile-specific support needs and parameters are and how they can fit into your overall support approach. It shows:Where mobile support differs from computer support, to identify where you may need to adjust or add tools, workflows, and talentThe core components of a mobile support ecosystem and how they relate to your computer and back-end support ecosystemsHow the IT support team can reduce the burden on mobile users seeking support and thus make providing support both easier and more effective"As mobile devices become key work devices, mobile users will need help so they can do their jobs, just like computer users long have needed," says Galen Gruman, adjunct analyst with IDC's IT Executive Program (IEP). "There are several issues specific to mobile support that require understanding and adaptation, but many of the core technologies and processes already in place for computer support should continue to form the backbone of your expansion into mobile support."

IDC PlanScape Figure
Executive Summary
Why Is Enteprise Mobile Support Important?
User Issues
Direct Support Tools
Help Desk Tools
What Is Enterprise Mobile Support?
Who Are the Key Stakeholders?
How Can My Organization Take Advantage of Enterprise Mobile Support?
Deciding on Your Staffing Model
Deciding on Your Technology Base
Addressing External Customer Support
Essential Guidance
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