Enterprises Match Support to End User Technology Choices

At least some enterprises in North America and Europe are trying to work with the growing trend of end users wanting to use their own applications and devices at work. Some information technology executives have created managed digital allowance (MDA) programs that match corporate support to the types of technology users prefer.

These are more closely managed variants of "Bring Your Own Technology" programs, where employees select and often fund the productivity tools they want.

MDA programs provide their workers with a portion of the funds they need to invest in applications and devices of their choice. Rather than dictate a limited range of company-provided mobile devices, this policy adjustment helps employees choose the tools that best suit their work styles, roles, and geographical location.

On the support side, the MDA model requires creation of a flexible service catalog, in which the IT organization matches the support services it provides to specific applications and devices. This increase in choice actually helps reduce service-delivery costs, because it eliminates the old, always-on-call help desk and relies instead on significant user self-service in support and IT service request management.

Empowering End Users Means Changing IT Support Models