Cinda Daly, Jeff Rumburg, Chris Sellers, Kristy Trice, Phil Verghis, Paul McDougall, Josh Patrick, TJ Martinez, Dave Reno, Ryan Spiking, and John Pierce
As it has been doing for the past several years, the industry continues to grapple with the pervasive influences of mobile devices, worker mobility, self-service, virtualization, new infrastructure migrations, customer-driven apps, financial constraints, workgroup silos, and talent shortages. According to “The C-suite Challenges IT: New Expectations for Business Value,” a recent report written by The Economist Intelligence Unit and sponsored by Dell Services, C-suite executives believe the IT function is poised for a major transformation: 57 percent of the 536 C-suite executives surveyed expect their IT function to change significantly over the next three years, while 12 percent predict a “complete overhaul.”
HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare, higher education, government, technology, retail, and law. From Intel and the Department of Defense to Fenwick & West LLP and L.L.Bean, from Wheaton Franciscan Healthcare and the University of New Mexico to Yum! Brands, this composite captures the state of the industry at a grassroots level and identifies some of the pressing concerns and must-do initiatives for 2013.
Each story is unique, yet they are united by common threads and themes. Enjoy!
Director of Business Content, HDI
Note: In the print edition, a graph was omitted from Jeff Rumburg's essay. This mistake has been corrected in all digital editions.
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod