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One size fits all approach to end-user support no longer fulfills productivity and customer experience objectives

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Consumerization of IT and evolving nature of work in a digital workplace has driven changing stakeholder expectations, which are unmet by existing end-user support structures.

Publicado en: Tecnología
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One size fits all approach to end-user support no longer fulfills productivity and customer experience objectives

  1. 1. DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved. One size fits all approach to end-user support no longer fulfills productivity and customer experience objectives End-user computing ► Industry challenges • 'One-size-fits-all' approach to end-user IT support impacting end-user experience and business productivity • Consumer-driven self-service, service desk automation and cognitive computing not leveraged in a relevant way • Fragmented support framework due to multiple vendors results in missing insights and ineffective controls • Inability to strike a balance between reducing cost of operations and driving higher customer experience in the absence of actionable insights • Users want the freedom to work anywhere, anytime across multiple channels and devices adding complexity to support processes • IT service desks forced to support disparate applications, services and devices including BYOD Existing support structures negatively impacting end-user experience and business productivity Consumerization of IT and evolving nature of work in a digital workplace changing stakeholder expectations

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