The document discusses challenges with traditional one-size-fits-all approaches to end-user IT support that negatively impact user experience and productivity. It notes issues like failing to leverage self-service, automation, and cognitive computing; fragmented support from multiple vendors lacking insights; and an inability to balance cost reduction with improved customer experience due to a lack of actionable insights. Additionally, it mentions how supporting various applications, services, devices, and BYOD across locations and channels adds complexity to support processes.

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One size fits all approach to end-user support no longer
fulfills productivity and customer experience objectives
End-user computing ► Industry challenges
• 'One-size-fits-all' approach to end-user IT support
impacting end-user experience and business productivity
• Consumer-driven self-service, service desk automation
and cognitive computing not leveraged in a relevant way
• Fragmented support framework due to multiple
vendors results in missing insights and ineffective
controls
• Inability to strike a balance between reducing cost of
operations and driving higher customer experience in the
absence of actionable insights
• Users want the freedom to work anywhere, anytime
across multiple channels and devices adding
complexity to support processes
• IT service desks forced to support disparate
applications, services and devices including BYOD
Existing support
structures negatively
impacting end-user
experience and
business productivity
Consumerization of IT
and evolving nature of
work in a digital
workplace changing
stakeholder
expectations