Is Support Standing in the Way of BYO Technology?

This week, Ann All of IT Business Edge wrote a great post about support being “one of the biggest sticking points for employee-owned technology.”  There’s no denying that end-users want more device choices and the ability to use personal devices in the workplace.  As Ann points out:

-95 percent of respondents to a Consumerization of IT study sponsored by Unisys and conducted by International Data Corp. (IDC) said they use at least one self-purchased device for work.
-Another Unisys poll found three-quarters of information workers would be willing to foot at least part of the bill for work technology if they could choose it themselves.

Despite this, many companies plan to continue using the same old models for procuring and supporting employee devices. Others are allowing employees to bring their own devices, but require them to provide their own support.  Neither seems like a sustainable option.  Employees aren’t going to stop bringing their personal technology into the workplace, and a lot of productivity could be lost if they’re responsible for maintaining that technology themselves.
 
We’re hearing about the challenges of the BYOT (T=Technology) trend from a lot of our clients; large and small and from across all industries.   For many, remote support is a big piece of the solution.  It’s a lot easier to support a variety of devices if you can actually see the screen and system details.  Plus support reps with different skillsets can collaborate in real-time through session sharing, and even pull in external vendors via features like our Embassy technology.
 
We’re curious – how many of you are now supporting employee-owned or selected devices?  Are you setting up a formal BYOT program?  What challenges has that raised and how are you addressing it?
 
(For those of you that answered “Yes” to question #2, you may want to check out Unisys’s tips for creating a BYOT program.)

Liz Shulof is the SVP of Marketing at Bomgar

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