Incident management is becoming more important as organizations attempt to handle the demands created by enterprise mobility strategies. Smartphones and tablets are empowering business users to leverage new types of apps and services to get the job done more flexibly through intuitive mobile tools. However, this trend leaves IT departments scrambling to keep up as they work to get personal devices set up on the network, release multiple instances of apps to support different operating systems and, perhaps most of all, deal with the increase in incidents that come as more users deploy a wider range of devices.
Three of the most noteworthy ways that enterprise mobility plans create more incidents for the IT help desk to deal with are:
1. Operating System Diversity
The issue here is simple - getting an app to work well on one operating system is an entirely different matter than having it function properly on two systems. What's more, functions that work perfectly in one ecosystem may run into the occasional issue on another OS. As apps get more complex, with upwards of thousands - or even millions - of lines of code, the potential for incongruities that lead to glitches in different operating system environments is high. While building the app to work well on various OSs certainly helps eliminate issues, the reality is that having apps working on multiple operating systems will lead to the potential for a huge number of glitches. This can lead to a significant increase in the number of incidents your help desk team needs to resolve, and a dedicated incident management platform can help you get the job done.
2. New Device Setups
Users getting their new devices established on the network can end up running into minor glitches and flawed processes. This leaves them turning to the help desk and submitting a support ticket. From there, your team needs to prioritize those incidents alongside the other support tickets they receive and make the time to resolve the issues users are facing. Furthermore, individuals who are setting up their phones want a quick, simple process, and you will need to meet their needs efficiently to keep them happy.
Incident management makes it easier to deal with this urgency by forwarding the support tickets to the right user at the right time, ensuring your IT help desk is in a good position to handle these service requests without much trouble.
3. Staggering App Quantities
Enterprise mobility plans often lead to users leveraging a large quantity of apps on a day-to-day basis. As users download new apps and services on a regular basis and try to use them to work more effectively, they are likely to run into small issues as each app interacts with your background systems in different ways. The number of incidents that can come into play here are significant, as everything from problems with login credentials to issues accessing data can come up along the way.
Mobile device use can create significant issues for enterprise employees as they work to deploy apps and services. The mobile app ecosystem is, in some ways, like the Wild West. Apps are built on such different ecosystems that they often end up needing significant modification to work on different operating systems. While developers ensure they adjust their apps before releasing them in different storefronts, the diversity within the programming code can create a situation in which glitches, bugs and malfunctions become common. An incident management platform can help you overcome these issues by streamlining ticketing and ensuring your help desk has the tools it needs to keep up with the demands created by enterprise mobility