As mobile matures and users across the enterprise become more comfortable with their devices, you would think that support costs would stabilize. However, the opposite is most often true as enterprises expand their mobile footprint and add functionality and applications to the mobile platform. This expansion and related additions further stresses limited internal support resources.
Mobile support does not resemble the assistance provided by a traditional Help Desk. The complexities of mobile become apparent in end user support, and these complicating factors can be expected to drive up costs. Mobile support can tax internal resources. For most IT staffs, mobile falls outside the group’s wheelhouse, which makes mobile support a distraction from business-critical initiatives, such as cloud computing, security and IoT.
This is why enterprises often turn to a third-party Managed Mobile Services (MMS) provider for help. The decision to support mobile with internal resources or partner with a third-party is an important one – and not just from a cost perspective – operational efficiency and workforce productivity hang in the balance.
Sources: Mobile Operations Center Trend Report. (2017). Stratix. QuickPulse: Mobility as a Service. (2017). IDG Research and CIO.com. QuickPulse: Mobility as a Service. (2017). IDG Research and CIO.com. Survey Reveals Skyrocketing Usage and Growing IT Maturity in Enterprise Mobility. (2016). CCS Insights. Scheck, S. (2016). Impact of Mobile Technology on Workplace Productivity. IT Staff Makeup Will Remain Consistent: Managed Services and Staff Augmentation Set to Increase. IT Hiring Forecast and Local Trends Report. (2017) Robert Half.
