History
Several things are driving the development of the virtualized help desk. According to IDC, key market factors include the proliferation of remote workers in the enterprise, the expansion of the small and medium-sized business (SMB) and small office/home office (SOHO) market and its increasing dependence on IT, and the need for a cost-effective way to support the consumer market. As workforces become more dispersed – 83% of companies say they operate a virtual workplace, in which more than one-quarter of employees work away from their supervisors or workgroups – responding to IT issues can be complex and costly if travel is required.
Today’s economic instability is also putting added pressure on companies to find gainful ways of optimizing current operations to ensure and build their business. In fact, recent Nemertes research found that only 44% of companies are increasing their IT budgets in 2008; and only 28% plan to do so in 2009. This means that organizations across various industries will be looking for ways to optimize IT.
Persistent IT problems that prohibit a company’s productivity are another factor as money is lost from both sides of the balance sheet. This concern is amplified when talking about external support as the stakes are higher for companies to deliver swift, effective, and reliable IT support to its customers.
Read more about this topic: Virtual Help Desk
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