It isn’t a surprise that more enterprises are coming forward to invest in the Internet of Things in 2019. As more IoT value propositions pop up and adopters increase, it’s important to focus on the idea of managing the end-to-end life cycle of IoT devices.
The Internet of Things is essentially an ecosystem where different types of solutions come together to solve a problem. It will be up to the adopter to support this ecosystem so that IoT delivers on its promises. And supporting IoT effectively will only be possible if the organization can devise a unique set of support strategies, and possess the right skillset to oversee the execution of that strategy.
Capitalizing on this managed service opportunity would certainly pose a great challenge to CIOs this year.
Here’s how organizations can ensure that their help desk is fully capable of supporting IoT.
Train help desk personnel
Help desk responsibilities, when it comes to IoT, can change as the technology evolves. So the support team will need adequate training to respond to IoT issue tickets. CIOs can invest in AI solutions to help provide support to end users. Users can also be given self-help resources & access to other knowledge bases. But not all problems can be resolved by relying on such resources, knowledge bases or AI support. The help desk should ultimately be capable of resolving issues which means they should be extensively trained on IoT technologies & their radical changes.
The support team should not be focused on applications alone
IoT isn’t like any other technology we have today. It’s quite complicated yet still at its infancy. Therefore the IoT support personnel will require in-depth understanding of new IoT equipment, sensors, and other components as well as their network interface, security aspects, communications, and associated IoT applications. To conclude, help desks shouldn’t be focused on IoT apps alone.
Ensure collaboration between help desk and network/security departments
Resolving IoT issues may sometimes involve not just software but also hardware, security, and networks/communications. Therefore, the support team should have access to network and systems, and should also have the provision to contact operations personnel should they require deeper level expertise. Typically, help desks are isolated from the core departments. But it should be different in IoT’s case. It’s up to the CIOs to establish a collaborative IoT support environment.
The challenges associated with IoT can be both complex & simple at the same time, and can overwhelm an organization that isn’t properly equipped to provide support. IoT solutions don’t have a standard operating system. There are a lot of IoT vendors that offer unique IoT solutions. So help desk personnel may not always be able to resolve certain IoT issues by themselves.
This is why CIOs should facilitate communication between the help desk personnel and IoT vendors to resolve issues. Vendor-responsiveness should be prioritized among various other variables that CIOs take into account to measure help desk performance. To learn more about managed IoT services and bespoke IoT apps, get in touch with AOT’s experts today. Drop us a message and we will get back to you.