This document discusses three trends in information technology: bring your own device (BYOD), customer support, and outsourcing. It provides background on IT and its history, then examines the risks and benefits of each trend. BYOD allows employees to use personal devices for work but increases support needs and security/legal issues. Customer support emphasizes friendly, empathetic problem solving while avoiding technical jargon or blame. Outsourcing can reduce costs and increase flexibility, though hidden costs and issues of trust may arise. In conclusion, these trends offer comfort, support, and flexibility while helping cut costs and drive innovation in the IT industry.

1. THE 3 TRENDS
IN THE IT WORLD
BYOD ----------------------------Customer Support--------------------------Outsourcing

2. WHAT IS INFORMATION
TECHNOLOGY (IT)?
The study or use of systems
such as computers, servers,
and other mobile device for
sending, retrieving, and storing
information.

3. HISTORY OF INFORMATION
TECHNOLOGY
• Between 3000B.C. and 1450A.D.
• Communicated through language and drawing pictures on a rock
Pre-Mechanical
• Between 1450A.D. and 1840
• Slide rule (analog system that divides and multiply)
• Pascaline, a mechanical computer was invented
Mechanical
• Between 1840 and 1940
• The telegraph, Morse code, telephone and the
radio were all in the electromechanical era
Electro-Mechanical
Beginning of Telecommunication
• Between 1940 and now
• first high-speed digital computer (programming to solve
computer problems) called ENIAC (Electronic Numerical
Integrator and Computer)
• smart phones, laptops, and tablets/iPads
Electronic
The 4 ERAS

4. BRING YOUR OWN DEVICE (BYOD)
RISK BENEFITS

5. RISK
• Increase Support
• Security
• Legal Issues
BYOD

6. Benefits
• Cost Effective
• Latest Upgrades
• Comfort Level
• Increase Productivity
BYOD

7. CUSTOMER SUPPORT
Do’s AND DON’TS

8. DO(s)
• Friendly Greeting
• Active Listening
• Apologize
• Empathize
• Reassure
• Problem Solve
• Confirm Resolution
Customer Support

9. DON’T(s)
• Never go into technical specifics
• Do not fault anyone
• Never make promises
that’s not kept
• Never treat customers
like they are inferior
Customer Support

10. OUTSOURCING
RISK
BENEFITS

11. RISK
• Hidden cost
• Trust
• Shared environment
Outsourcing

12. Benefits
• Cost effective
• Flexibility
• Knowledgeable of product
• 24/7 support
Outsourcing

13. Conclusion
The affect the three trends that have in the current industry thinking process
and practices are being at a comfort level, where many will always know by having
the BYOD policy, they are excited about having their personal devices; using
customer support, they know if their computer breaks there is someone to fix it, and
they know that outsources companies are around as technology changes in a
business. I believe that cutting cost is the ultimate goal, employers know that there is
another option and they are not stagnated. Companies are welcoming the
opportunity to bring new and improved trends into an industry. They are looking for
effective strategies to keep businesses rising to the top.