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The Future of Desktop Support
Rick LenhartProgram Manager, ITIL Expert
Pomeroy IT Solutions
1. Is Desktop Support going away?
Desktop Support
2. Is the Role Changing?
…. Know the past
1980’s 2016
Current State - Typical User ?
In the new “our” world…
1. Do we need a new image?
2. We must support the business.
3. We must keep current with technology.
What’s in a name ?
Desktop Support is the most common
name after IT HelpDesk or
Service Desk
What do you call it?• Technical Support• Business Infrastructure Services (BIS)• Technology Service Center
• Geek Squad
• End User Services• Enterprise Information
Delivery Solutions Team
• Apple Genius Bar
What do you call them?
PC Tech
Desktop Engineer
Break / Fix Tech
System AdminDepl
oym
ent T
ech
Mobility Specialist
A Shift is Happening
More organizations are integrating Desktop Support with the Support Center.
More Incidents Resolved Remotely
Skilled staff are still needed.
DS = Technology + Customer Service
Do Certifications Matter?• Required• Paid more• Impacts promotions• Influences hiring
Required Certifications
• CompTIA
• ITIL
• HDI
• Microsoft
Outsourcing Desktop Support
• 82.9% do not out outsource this function• Is there a shift to bring it back in house?
Supporting the Business
Alignment
Skills
Language
Priorities
ROI
Value
Required Support Technologies
Top 3: Remote Control, Incident Management & Knowledge Management
Incidents vs Requests
Requests Take More Time
Customers are Going Direct to DS
Customer Satisfaction
Email and Website are most commonly used to collect Customer Satisfaction data
Staying Current with Technology
And Trends
•Bring Your Own Device
•Mobility
•Consumerization
•Cloud
•Virtual Environments
BYODInteresting 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• 86.1% of DS team support mobile devices• 67.8% support telecommunications
Consumerization of IT
Providing more choice and more access points.
“The Internet of Things”
Cloud has moved the computing,
and the data, but not the user or the device.
Virtualization
Centralizing the data, the applications, and the configurations.
Shifts from application support to connectivity support.
Free to HDI MembersTo 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
