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In 2012 we expect organizations to fully embrace enterprise mobility as the preferred channel for doing business, providing IT an opportunity to support business growth and gain a competitive advantage.
The increasing demands on IT Service Desks require more automated solutions to gain the most out of IT Incident and Problem Management. With emerging technologies such as Analytics and Smart Computing, IT now has more options to proactively reduce incidents and increase customer satisfaction.
Key opportunity areas for Smart Computing in end-user support relate to improving Problem Management services to proactively avoid future incidents, and using End-User Experience Monitoring to reduce desktop and application performance issues.
How can IT embrace today’s mobile world without constraining innovation and business growth? Due diligence is needed upfront to determine the best solution that meets the business’ needs.