Sir – from the blackberry to the connect card, there’s currently a distinct lack of knowledge of mobile devices within traditional IT security departments, which means that any user support is often ‘backed off’ to the mobile network operator – a model that’s wholly inconsistent with traditional IT support.

It’s estimated that 75% of mobile computing support calls are escalated to the network operator, yet fewer than 20% of those calls actually relate to network problems. This inevitably means that users continue to struggle with general support issues such as lost e-mail and confused calendars.

Users of mobile devices generally regard them as an extension of the wired network, and therefore need (and expect) the same level of support. Thus escalating calls to the network operator should be a matter of last – not first – resort.

The unprecedented overlap between IT and telephony means that it will be some time before this specific support expertise is widely available. However, a viable short term option for IT security managers is co-sourcing.

A co-sourcer provides its own permanent staff to carry out first, second and third line support as well as providing training and help with initial set-up. This affords companies access to the required mobile computing skills they need alongside their existing in-house IT support and security function.

Today, mobile computing is in its infancy, but it’s rapidly becoming an integral component of successful business and competitive advantage. As such, jeopardising the quality of service and level of security afforded to it through ineffectual support is unacceptable – not to say dangerous.

So, all you end users... Make sure the right support structures are in place.

Paul Whitlock, Service Management Consultant, Plan-Net

Source

SMT