Yogi Berra probably wasn’t referring to service desk metrics when he said “you can observe a lot just by watching,” but it applies nevertheless. Service desks supporting mobile workers collect all sorts of valuable data that can help enterprises shape their mobile policies and control costs.
For example, if you are considering a corporate liable mobile policy for your enterprise, it’s useful to know that there are significant differences in the number of help desk incidents you can expect to see for different operating systems (e.g., iOS, Android, Windows, etc.). Combine that information with the average handling time per incident, and you can estimate the service cost impact of offering your employees iPhones vs Android devices (hint: iPhone costs are lower). What about upgrades and new orders? App support and device security? Ideally, before you craft your policy, you want to know all the associated costs – from provisioning to support to disposal.
In this new era of mobile consumerization, you need to pay more attention to the user experience, but it doesn’t mean you have to chalk it up to the cost of business and write a blank check. Some choices are better than others for controlling expenses while ensuring end-user satisfaction and workforce productivity. Whether you opt for BYOD, CL, COPE, IL, or a hybrid model, cost and performance intelligence is available to help you make informed decisions.
In the world of mobility, the rules are constantly changing. You need to keep your eyes open and stay on top of trends. Only one thing remains constant: “The future ain’t what it used to be.”