Companies increasingly find their people, processes, and entire businesses model dependent on anywhere access to and anywhere support of many types of machines, devices, and systems that must run smoothly 24/7 from various locations.
Why does a company’s capability to support both people, systems, and devices matter more than ever before? Three global trends are causing the topic of service support to be at the top of companies’ agendas worldwide.
1. Expert Shortage and the Rise of the Digital Natives:
In these years, the baby boomer generation is retiring, leaving a workforce that is shrinking. As a result, many industries face a dire skill shortage in key expert areas – and they cannot expect simply to replace their expert staff 1:1.
At the same time, the generations that take over where the baby boomers left, come with an entirely different skill set: As digital natives, they are used to seamless human-interface design and experiences, which is not what meets them in many company setups where conventional systems long due for an update are still quite common. As a result, companies must reorganize their support effort in such a way that they make more efficient use of the expert staff that remain – to allow time for the needed knowledge transfer.
2. Growing Adoption of Anywhere Work:
Already before the pandemic, many companies had realized the benefits of more agile ways of working through digitization and remote work. The pandemic accelerated this development and made the available workforce regard anywhere work as a natural part of modern work contracts. This puts companies under pressure to provide the needed anywhere access to and anywhere support for relevant systems and devices, so their workforce can continue to operate efficiently in the “next normal”.
3. People and Processes Rely on an Ever-growing, Heterogenous Device Ecosystem:
Not only are people spread out working from anywhere, but devices and critical assets are too – and there’s an ever-increasing number of them to manage and support. Companies must manage legacy devices such as desktops, laptops, and workstations along with newer device types such as mobile phones, wearables, and industrial devices based on a diverse array of operating systems.
The list does not stop with the devices used by humans on a day-to-day level. This scenario is not uncommon: A company has several hundred POC (point of care) terminals that are in use worldwide. However, it is not viable to build up a service team of hundreds of people with local access to these devices. The IT operations team must now consider how the company can keep all these devices up to date and provide timely support if any one of them malfunctions.
To address key challenges of today’s global economy, companies are rethinking their support setup. The aim is to efficiently operate at scale, manage complexity, secure the infrastructure, and understand the overall impact of support efforts. Companies that succeed in addressing these challenges are well-positioned to offer both employees, suppliers, partners, and customers a highly competitive and reliable support experience – something that will position them perfectly to compete in today’s disruptive tech world.
Dorks Delivered is a company with a mission to enable organisations and their people to achieve success through the power of technology. We implement solutions to ensure the integrity, uptime and accountability of all your internal system processes to give you the assurance that you have continuity.
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