Mobilizing IT Support for Deskless Workers

In an era where technology seamlessly blends into every aspect of our lives, a significant segment of the global workforce operates beyond the traditional office setup. From the bustling hospital floors to the dynamic spaces of retail and construction sites, deskless workers are the dynamic force behind numerous industries. Yet, they face unique challenges in digital accessibility and IT support. As digital transformation initiatives extend their reach, the need for IT service management (ITSM) professionals to understand and mitigate these challenges has never been more crucial, especially in the context of Bring Your Own Device (BYOD) policies and their alternatives. This article delves into the complexities of BYOD, explores alternative solutions, and outlines ITSM strategies to boost the productivity and engagement of deskless workers.

BYOD: an Evolving Perspective

The rise of BYOD was driven by advancements in mobile technology and cloud computing, allowing for flexible, efficient work on personal devices. This trend was supported by a cultural shift towards personal tech in the workplace, especially among younger employees, enhancing productivity and satisfaction. The concept of BYOD has now shifted from a corporate office novelty to a frontline necessity, particularly for the often-overlooked deskless workforce. With industries ramping up their digital efforts, applications for communications, HR, and operational tasks are now essential and digitized tools for these workers. This evolution demands a reevaluation of BYOD policies to address their unique needs effectively.

BYOD or Company Devices: An ITSM Perspective

The choice between BYOD and company-issued devices is a multifaceted dilemma for organizations. Let’s take a look at the pros and cons of each to guide ITSM Professionals:

BYOD Pros

•  Familiarity: Workers use devices they are comfortable with, potentially increasing productivity and satisfaction.
•  Flexibility: BYOD enhances information access and communication outside traditional work hours, such as checking shift schedules or pay stubs.
• Cost Savings: Companies can experience reduced hardware expenditure and maintenance costs.

BYOD Cons

• Security Risks: Personal devices introduce varied security vulnerabilities, complicating the enforcement of robust IT security policies.
• Privacy Concerns: Balancing company access and monitoring with employee privacy on personal devices can be complex.
• Legal and Compliance Issues: Ensuring that BYOD practices comply with data protection regulations and industry standards requires careful policy crafting.
• Compatibility Issues: Diverse devices may result in compatibility challenges with corporate applications.
• Management Complexity: Overseeing a wide array of personal devices can become cumbersome for IT departments.

Corporate Devices Pros

• Control: Organizations can enforce security measures and manage updates more efficiently, mainly through an MDM solution.
• Uniformity: Eases the integration of corporate applications, facilitates training, and promotes fairness.
• Security: Lower risk of data breaches and unauthorized access to corporate resources.

Corporate Devices Cons

• Cost: The initial investment, maintenance, and replacement costs can be substantial.
• Device Provisioning and Management: The logistics of provisioning, tracking, and managing a fleet of devices can be complex and resource-intensive.
• Less Flexibility: Workers might have restricted access to devices outside work hours.
• Risk of Loss or Damage: The risk associated with device loss or damage can lead to additional expenses.
• Hygiene and Sharing Concerns: Especially relevant in shared device scenarios or health-sensitive environments, raising the need for strict cleanliness protocols.

Alternative Solutions: Kiosks and Wearables

Beyond BYOD and company devices, shared kiosks and wearables present innovative alternatives for diverse work environments.
Kiosks, like shared iPads, provide centralized access to applications and information, ideal for settings with a high density of deskless workers. These can be customized and integrated with corporate systems for specific business needs, offering a cost-effective solution by reducing the required number of devices. However, challenges include ensuring user logout, either manually or via an auto-logout feature, to protect privacy and security. In light of shared usage, establishing strict hygiene protocols is critical, particularly in health-sensitive environments.

Wearables, like smartwatches, enable hands-free access to communication tools and operational checklists, perfect for scenarios where carrying a device is impractical, such as in the healthcare and manufacturing sectors. They support real-time health and performance monitoring and can enhance safety by alerting to potential issues promptly. Wearables can also facilitate immersive augmented reality (AR) training experiences, improving the learning process for complex tasks. Practical considerations such as battery life and durability are essential to ensure they withstand tough working conditions and last through entire shifts.

Understanding Deskless Workers’ Perspectives

For deskless workers, the decision between BYOD and company devices isn't merely a matter of convenience but significantly influences their daily routines and job satisfaction. An engaging IT environment not only addresses these concerns but also enriches the work experience. Key considerations include:

Accessibility and User-Friendliness: Digital tools must be intuitive and easily accessible, supporting the dynamic nature of deskless work environments. Devices and applications must cater to the practical realities of these roles, enabling workers to perform their duties efficiently without unnecessary barriers.

Privacy and Control: Deskless workers using their own devices need clear policies that respect their privacy while ensuring that business data remains secure. The challenge lies in balancing control over corporate information with respect for employees' personal space and rights.

Equity and Inclusion: Ensuring all workers have access to the necessary technology is crucial. BYOD policies may favor those who can afford the latest devices, potentially creating disparities among the workforce. Companies need to consider how their policies impact all employees and take steps to mitigate any unintended consequences.
Implementing and Supporting BYOD and Corporate Device Strategies

Whether choosing BYOD or company devices, the implementation strategy must be meticulously planned and executed. Here are some tips:

Conclusion

The journey toward digital transformation in workplaces demands that ITSM professionals navigate the complexities of BYOD and explore suitable alternatives with precision. By deeply understanding the unique needs of deskless workers, implementing strategic solutions, and maintaining a cycle of support and feedback, ITSM professionals can significantly uplift productivity and satisfaction across the workforce. Ultimately, the goal is to foster an inclusive digital environment that empowers every worker, regardless of their physical workspace.