CTEMS(R) Research: Enterprise Adoption of TEM / WMM Help Desk Ticketing Lags Behind the Adoption Rate of Traditional Desktop Support Solutions
(firmenpresse) - INDIANAPOLIS, IN -- (Marketwire) -- 09/27/12 -- The today released new research concerning enterprise help desk support, a frequently discussed topic within the telecommunications industry, especially as it relates to the support of mobile and Bring Your Own Device (BYOD) users.
CTEMS®, a collaborative group focused on advancing the fixed and mobile telecommunications management industry, regularly solicits feedback from its membership of multi-functional professionals from both enterprise and industry supplier organizations.
CTEMS'® research has revealed that 80% of enterprises provide help desk support for fixed telecommunications services, with nearly two-thirds of those offering 24/7 support. Similarly, 77% of enterprises reported providing help desk support for mobile telecommunications services, although only half offer 24/7 support. A striking lower 49% of the enterprises report offering help desk support to Bring Your Own Device (BYOD) users.
With regards to telecommunications help desk ticketing, the research uncovered wide disparities. While three of four wireless mobility management (WMM) and telecommunications expense management (TEM) suppliers offer help desk services, only 13% of enterprises utilize a supplier for the issuing and management of its help desk tickets. The adoption rate of enterprises utilizing suppliers for ticketing services lags behind traditional desktop support solutions.
"With the majority of enterprises relying on traditional desktop support ticketing solutions, integration of help desk workflow with fixed and mobile telecom management activities is essential to maintaining service delivery and service management integrity," said Timothy Colwell, Executive Director of CTEMS®.
CTEMS® membership currently consists of more than 331 members, including enterprise professionals responsible for managing more than $10.4 billion in annual telecommunications spend. Leadership from carriers, vendors, consultants and technology suppliers working in the TEM and WMM supplier industry are also represented. To learn more about CTEMS® visit .
AOTMP, a leading telecom management resource, works with enterprises and suppliers to establish and maintain high-performance, best-in-class telecom environments. Leveraging its telecom management knowledge, industry intelligence and best practice expertise, AOTMP provides resources, drives improvements and measures performance to create immediate impact and long-term, sustainable results. For more information, visit .
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Datum: 27.09.2012 - 17:54 Uhr
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News-ID 187551
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