Now that 2012 is all over, let’s talk about 2013 and where enterprise technology and IT are headed. Over the holidays, I read a small mountain of blog posts and “techie” articles that gazed into the crystal ball. What’s clear is that many are predicting huge moves to the cloud and mobility as major priorities in 2013 (See, for example, ZDNet.) And what I want to know is: Does your IT strategy include these priorities?
Moving to the cloud
What does that mean exactly? Simply put, “moving to the cloud” means new IT helpdesk/service desk purchases will be of the SaaS (software as a service) model versus the traditional on-premise or out-of the-box software with perpetual licenses centrally hosted on your company servers. Technology research giant Gartner predicts that, by 2015, 50% of all new IT service desk purchases will be SaaS model vs. about 10% today.
As a GoToAssist customer, you’re of course familiar with SaaS-based services like ours and the reasons they can offer substantially more benefits (monthly subscriptions – buy what you need – lower up-front costs – no additional costs for future upgrades ‒ and don’t require a capital expenditure of a costly appliance, additional servers or rack space) and how SaaS offerings extend the useful lifecycle of your support tool. For those who are not current customers, I think you’ll find Wired.com’s article “Six Reasons to Move to the Cloud, Consider SaaS” very interesting. It details the major economic considerations but also several other tangible and intangible factors that organizations should weigh when embarking on a software purchase:
- Total cost of ownership
- Resource costs
- Time to value and ease of implementation
- Access to innovation
- Ability to try before you buy
- On-going vendor accountability and engagement
Mobility is clearly driving change within IT and how organizations support staff and customers. By the end of 2012, the number of mobile devices actually exceeded the world’s population of almost 7 billion people, says TechCrunch.com.
We know everyone is mobile, everyone is wireless and everyone’s device is different. From smartphones to tablets and laptops, mobile devices have simply become a pervasive business necessity. These are the tools we can’t live without.
This explosion of devices and apps is changing the way IT professionals support people and technology. It’s important your IT helpdesk/service desk has the capacity to deliver support TO mobile devices and their users and also the ability to provide support FROM a variety of mobile devices. With GoToAssist and its many mobile device support features, companies can do both. Now end users and also IT support reps have the freedom to work on the go while always maintaining a strong support connection.
In the mobile world, employees, customers and IT staff too should be able to work from anywhere, staying productive and connected when they need to. It’s about freedom, choice and productivity. Cloud-based tools that are accessible from any internet-connected device readily facilitate this ability to work from home, the office or on the road.
I’m curious if you are seeing the same priorities within your IT organization….please tells us your top technology spends and IT goals for 2013 by posting a comment.
Not familiar with GoToAssist? Citrix GoToAssist provides integrated cloud-based support solutions: simple but powerful tools that provide fantastic support experiences for your users ‒ no matter where they are or what device they’re on. Use Remote Support to assist PC, Mac and mobile device users; Service Desk to log and track incidents, end-user self-service and manage configurations; and Monitoring to manage and inventory IT networks, servers and services. Elevate the support experience for your users, adapt to their needs and “out-support” the competition!