Three steps to balance BYOD and IT support

Just because employees may be permitted to bring their own device doesn't mean they'll also bring their own support. Problems with employee-provisioned devices tend to also become problems for the IT department.

David Applebaum, senior vice president of marketing at enterprise mobility management vendor Moka5, says enterprises can provide support without overtaxing the IT staff if they remember BYOD is not a one-size-fits-all strategy.

In a recent article in Tech Republic, Applebaum suggests a three-part approach, which addresses BYOD for the in-office staff, middle management and the tech savvy.

Admins, for example, tend to stay in the office, travel infrequently and use the same applications repeatedly, he said. That work style lends well to a virtual desktop infrastructure, he said.

Meanwhile, middle management and knowledge workers are a bit more technical and more inclined to just do something with their device without consulting IT. The best way to deal with these workers, Applebaum tells Tech Republic, is to make clear what the IT staff will and will not help with.

"Eventually, these users may get frustrated and drop out of your BYOD program if they exceed the support boundaries you place on them," writes Will Kelly.

The last segment is the tech savvy power users. These people should be given what they need. They are the IT department's allies, says Applebaum. These people evangelize the power and potential of enterprise mobility and their less tech savvy peers seek their assistance--providing some relief for the IT staff, he says.

For more:
- read the Tech Republic article

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