The Problem - Off-the-books help desk
There is a growing trend that is introducing undue costs and risks to organizations. Both the risks and costs are becoming more prevalent with the growth of enterprise mobility and the corresponding devices and service plans that fall under IT’s umbrella of management. Employees outside of IT leverage personal relationships with their friends who are in IT. They go straight to their friends in IT for requests rather than submitting a formal IT ticket, A.K.A. “off-the-books help desk.”
Unfortunately, this trend undermines IT departments’ efficiency and ability to track work. To give scope to the issue at hand, an organization with 5000 lines should expect to handle more than 3900 maintenance activities (tickets) a year, including: upgrades, disconnects, new line assignments, line assignments, feature changes, device swaps, and more. To mitigate the risks associated with this trend, specifically in mobility, organizations need to institute a ticketing system and standard processes. When doing so, organizations have the choice to outsource the function or home-grow an internal solution.
The Internal Solution - Homegrown Portal
This solution would involve an organization building their own ‘portal’ or IT ticketing system, as a means of control and visibility of their mobility programs. This system would include the ability for an employee or administrator to submit a mobility change ticket into a homegrown mobility management tool or ‘portal.’
This type of internal solution requires significant time investment for the IT department to develop their own tool to solve the issue of managing specifically mobility IT tickets. Their solution must track not only the devices, but all the activities that go along with device management (ie: device swap, upgrade, feature add, etc.) Many organizations have realized that managing mobility is a strategic function, but not a core function that they should spend the time and cost to develop tools internally to manage.
The Outsourced Solution - Managed Mobility Portal
A Managed Mobility Solution (MMS), like MOBI, provides an organization with an outsourced and customized portal solution that gives a comprehensive view of an organization’s mobility program. By choosing an outsourced MMS, organizations take the time and cost burden of building an internal solution off their plate. Furthermore, organizations that outsource will glean the benefits of best practices already being implemented into the solution.
If you would like to learn more about MOBI’s Portal or its many configurable features, please email email@example.com!