Focusing on the enterprise help desk support trends, the Center for Telecom Environment Management Standards (CTEMS) has released new research mainly related to the support of mobile and bring your own device (BYOD) users.

According to CTEMS' research, 80 percent of companies offer help desk support for fixed telecommunications services. Among them, about two-thirds provide 24/7 support. In the same way, 77 percent of companies reported offering help desk support for mobile telecommunications services, although only half offer 24/7 support. A considerably lower 49 percent of the enterprises report providing help desk support to bring your own device users.

According to the research, when it comes to telecommunications help desk ticketing, there were glaring disparities. Only 13 percent of companies make use of a supplier for the issuing and management of its help desk tickets, while three of four wireless mobility management (WMM) and telecommunications expense management (TEM) suppliers provide help desk services. Companies that are making use of suppliers for ticketing services is far less than conventional desktop support solutions, the research stated.

“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.

Federal agencies can begin saving on wireless expenses without changing service plans through telecom expense management services. Telecom expense management services help reduce costs by optimizing rate plans, identifying inventory and billing errors, actively monitoring spending, eliminating unused lines and improving management and security controls.

AOTMP is a resource of telecom management and works with enterprises and suppliers to establish and maintain high-performance, best-in-class telecom environments.

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