IoT requires a different set of strategies, focal points, and skillsets than help desks have delivered in the past. Here’s five ways to prepare them.
IoT strategy- It’s no surprise that enterprises will continue adopting Internet of Things (IoT) in 2019.
“It’s about the use cases, it’s about the solutions, it’s about the applications, managing and monitoring assets, performance management solutions, different kinds of solutions coming together to solve a problem—that’s really what the value proposition is,” said Michele Pelino, principal analyst of infrastructure and operations, Forrester. “The idea of managing the ongoing end-to-end life cycle of a connected product is becoming more important, and ultimately this managed service opportunity is going to need momentum in the coming year.”
Pelino nails the issue.
Supporting the enterprise edge and IoT will become major challenges for CIOs this year since CIOs already know that IT will be needed to provide support.
CIOs also know that supporting IoT requires a different set of support strategies, focal points, and skillsets than help desks have delivered in the past.
A new IoT support strategy must address the end-to-end continuum, which begins with IoT devices and extends to networks, communications, security, and applications. The IT help desk also must deal with a field of new (and unproven) IoT vendors, and new and unproven technology. With the growth of shadow IT, where end users install their own IoT without IT’s knowledge, supporting IoT becomes more difficult.
Five strategic steps
What steps can CIOs take now to ensure that their help desks are ready for IoT and the edge? Below are five recommendations.
1. Recognize that your IoT support team won’t necessarily be your everyday support squad
IoT support personnel will need a thorough understanding of new IoT sensors, equipment, and other devices, as well as how these many assorted devices interface with networks, communications, security, and applications. In the past, help desks primarily focused on applications only, so the support knowledge base will change.
2. Train the help desk for IoT
Because help desk responsibilities will change with IoT, help desk personnel will require training so that they can respond to IoT trouble tickets. In some cases, commercial knowledge bases are available that provide artificial intelligence (AI) support to the help desk. In other cases, users can use self-help resources. But in the end analysis, problems will arise that neither self-help nor knowledge bases can answer. This is where the help desk must step in to assist. CIOs must ensure that the front line and back-up help desk personnel receive advanced training on new IoT technologies.