O slideshow foi denunciado.
Utilizamos seu perfil e dados de atividades no LinkedIn para personalizar e exibir anúncios mais relevantes. Altere suas preferências de anúncios quando desejar.
DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved.
One size fits all approach to end-user support no...
Próximos SlideShares
Carregando em…5
×

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

817 visualizações

Publicada em

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.

Publicada em: Tecnologia
  • Seja o primeiro a comentar

  • Seja a primeira pessoa a gostar disto

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

×