Welcome!

API Journal Authors: Peter Silva, Elizabeth White, Sujoy Sen, Lori MacVittie, Sematext Blog

Blog Feed Post

LANDESK Research Highlights the Dawn of the Super User

73% of organisations acknowledge IT-savvy workers but half lag in granting them resources to combat shadow IT

United Kingdom, 2nd May 2014: Research from LANDESK, the global leader in delivering User-Oriented IT solutions solving systems, assets, security, mobility and IT service management challenges, today announces that almost three quarters (73%) of organisations now have self-sufficient IT-savvy employees, super users, who assist other users in the workplace. However, only half (54%) of organisations are providing their super users with the resources they need to take pressure off the service desk. These super users often solve common problems, helping other employees avoid logging issues formally, thereby allowing the service desk team to focus on more pressing problems such as Shadow IT.

"When given the right control, super users can often provision their own software, hardware or other services, administer software updates and can solve simple problems without needing support," says Nigel Seddon, Area Director, LANDESK. "With the right privileges and equipment, a modern day super user can quickly help to reduce pressure on the service desk and, more importantly, help peers with IT. Although organisations are recognising that these users exist, many service desks are still only just on the road to empowering them, despite the benefits it could have."

The research, carried out in conjunction with the Service Desk Institute (SDI) highlights that Shadow IT remains a continuing issue within 40% of organisations. With 41% of organisations also lacking a formal "bring your own device" (BYOD) policy, Shadow IT may simply result from ambiguity in many cases. However, being unable to make the most of corporate IT - because of a lack of assistance from super users, for example - may also cause users to bring their own device into work in order to carry out their job with more familiar and easy-to-use IT.

"It's well-documented that the launch of iTunes did more to reduce illegal music downloads than any restrictive steps, and BYOD policies and super users may well have the same impact," continues Seddon. "If users can't make the most of their own corporate IT and don't know if they're forbidden from bringing their own, Shadow IT is a natural outcome. A combination of a well-thought out BYOD policy and IT-savvy employees enabled to help other users can educate, inform and put people back at the heart of the IT agenda, as well as easing the burden on the service desk."

Although many organisations are still concerned about BYOD, 29% of service desk teams plan to support it in the future, showing that there is an understanding of the need for change. With the number of devices increasing, and Cisco estimating that by 2020 the average user will have 6.58 devices[1], service desk teams are already becoming more innovative in the way they enable users and approach challenges.

Tessa Troubridge, Managing Director of SDI concludes, "It's positive that service desks are being more innovative in the way they incorporate users. If an organisation takes the opportunity to offer super users added responsibilities, service desks will have more time to dedicate to planning current and future technologies."

The research also highlighted that despite the pressures of BYOD and enabling super users, many service desks are making the time to look to the horizon. According to the research, one in five organisations have plans to support future user technologies such as Google glass, smart watches and 3D printing.

[1] http://www.networkworld.com/news/2012/070612-byod-260730.html

-ENDS-

About LANDESK
LANDESK, the global authority on user-oriented IT, enables users to be their most productive while helping IT embrace the speed of change. Through the integration and automation of IT systems management, endpoint security management, service desk management, IT asset management, and mobile device management, LANDESK empowers IT to balance rapidly evolving user requirements with the need to secure critical assets and data. With offices located across the globe, LANDESK is headquartered in Salt Lake City, Utah. For more information, visit www.landesk.com.

Copyright © 2014, LANDESK Software, Inc. and its affiliates. All rights reserved. LANDESK and its logos are registered trademarks or trademarks of LANDESK Software, Inc. and its affiliates in the United States and/or other countries. All other trademarks are the property of their respective owners.

About The Service Desk Institute (SDI)
The SDI company mission is to inspire service desks to be brilliant. To achieve this mission, SDI has developed a set of goals by which we aim to inspire service desks to:

Embrace: To raise the quality of service delivery by valuing best practice
Engage: To create an inspiring and engaging customer experience
Invest: To empower their teams to be inspired, take action and be better
Shine: To demonstrate and deliver exceptional business value

The SDI Service Desk Certification (SDC) standard is just one of the ways in which SDI inspires service desks to be brilliant. A set of globally recognised best practice standards that provide a clear and measurable benchmark for service desk operations, the SDC standard encourages service desks to embrace and value best practice in order to raise the quality of service delivery.

For more information about SDI please visit www.servicedeskinstitute.com

Notes to Editors

Within the scope of the report, Shadow IT is defined as software, hardware and IT solutions built or used inside an organisation without explicit IT approval. Super users are employees outside of the formal service desk who have advanced IT knowledge who can offer limited support to other users.

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
Is the ongoing quest for agility in the data center forcing you to evaluate how to be a part of infrastructure automation efforts? As organizations evolve toward bimodal IT operations, they are embracing new service delivery models and leveraging virtualization to increase infrastructure agility. Therefore, the network must evolve in parallel to become equally agile. Read this essential piece of Gartner research for recommendations on achieving greater agility.
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Pulzze Systems was happy to participate in such a premier event and thankful to be receiving the winning investment and global network support from G-Startup Worldwide. It is an exciting time for Pulzze to showcase the effectiveness of innovative technologies and enable them to make the world smarter and better. The reputable contest is held to identify promising startups around the globe that are assured to change the world through their innovative products and disruptive technologies. There w...
Akana has announced the availability of version 8 of its API Management solution. The Akana Platform provides an end-to-end API Management solution for designing, implementing, securing, managing, monitoring, and publishing APIs. It is available as a SaaS platform, on-premises, and as a hybrid deployment. Version 8 introduces a lot of new functionality, all aimed at offering customers the richest API Management capabilities in a way that is easier than ever for API and app developers to use.
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
In today's uber-connected, consumer-centric, cloud-enabled, insights-driven, multi-device, global world, the focus of solutions has shifted from the product that is sold to the person who is buying the product or service. Enterprises have rebranded their business around the consumers of their products. The buyer is the person and the focus is not on the offering. The person is connected through multiple devices, wearables, at home, on the road, and in multiple locations, sometimes simultaneously...
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....