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3 Service Desk Tools That Can Help You Support Wearables

06/06/2014 by: The SunView Team

The wearable movement is taking off, and IT leaders need to make sure their IT service management strategies are up to dealing with the devices. Wearable intelligent devices are gaining prominence in the enterprise and organizations need to have service desk systems in place that will help them establish audit trails, support users and manage change effectively. Without such systems companies could quickly fall behind as wearables provide unique challenges that take the difficulties presented by bring your own device and similar movements and make them bigger and more nuanced.

According to a recent ABI Research study, wearable use is set to rise quickly and organizations must be ready.

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Looking at the rise of wearables
The study explained that health care devices, smart watches and smart glasses are set to be the most dominant wearables in the enterprise sector, with the value of the wearable market expanding at a compound annual growth rate of 56.1 percentduring the next five years. Jason McNicol, senior enterprise analyst for ABI Research, explained that wearables are gaining a foothold in the enterprise despite the fact that they are fairly new. At this point, the sector is evolving quickly with some devices, such as healthcare solutions or smart glasses emerging as likely candidates for purchase as corporate-liable solutions. Smart watches, on the other hand, will probably end up in the BYOD segment.

This diversity could prove problematic for organizations trying to manage wearables, and industry expert Dan Shey explained that advanced management tools will be needed to support wearables effectively.

"Like any digital device supporting the enterprise, wearables will need to be secured and managed," said Shey. "Wearable use cases in field services, maintenance, training, etc., highlight the need for enterprise mobility management providers, mobile operators, enterprise application and platform vendors, system integrators, device OEMs and other enterprise mobile suppliers to add services to support wearables. Enterprise connectivity continues at a rapid pace and its benefits are only achieved when end-to-end solutions - including security and management services - support the devices and connections."

Service management tools that support wearable use
Wearable devices pose plenty of challenges, making sophisticated ITSM tools necessary to handle the devices effectively. A few particularly noteworthy options include:

1. Incident Management
Wearables are going to introduce more operating systems and applications into the work configuration, creating more potential for glitches and bugs with various applications and services. Being able to deal with these incidents quickly is key to meeting user demands and the IT service desk must be given the right tools to efficiently identify incidents, manage support tickets and deal with the issue as effectively as possible.

A good CMDB plays an integral role in documenting all of an organization's configuration items and showing how any change will impact the configuration as a whole. Wearables create incredible challenges in populating the CMDB effectively, but they also make understanding every configuration item integral to secure, efficient change. As such, a good CMDB is a central component to managing wearables effectively.

3. Business Intelligence
IT service desk solutions that also feature business intelligence tools can offer moreadvanced reporting and analytics functions than other solutions. This data can be used to help support leaders understand the nuances of how wearables are impacting the service management team on a day-to-day basis. This provides a greater level of transparency and makes it much easier to guide future service desk upgrades, employee training and other strategic efforts.

The wearable device movement may only be in its early stages, but the technology is rising quickly and set to start impacting businesses soon. Organizations that want to handle this process effectively need to look at their service management plans to get projects off on the right foot.