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As mobile technology use continues to grow, the demands on tier 1, 2, and 3 support structures will similarly expand. The following key issues will face IT as it strives to integrate mobile functionality into the enterprise technology infrastructure:
- IT will be increasingly challenged to adapt existing support processes to meet the unique needs of mobile end-users.
- All-in-one support strategies will not be sufficient.
- Conventional support strategies often do not scale or adapt well to mobile usage scenarios.
Since support costs represent a significant – and often difficult-to-quantify – budget item, implementing a mobile-specific support strategy is a key driver of a more efficient and effective support organization.