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SupportWorld, Jan/Feb 2013

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Windows 8, like Apple's recent Lion and Mountain Lion operating systems, includes elements that are obviously designed for use on small mobile devices. Windows 8 goes further by adopting a base interface that can be consistent across multiple devices of differing sizes. Regarding IT's needs, Windows 8 has improved remote device management, with the ability to integrate into existing software management solutions; this allows companies to continue using their existing tool sets for managing Windows PCs. Also, security policies now offer greater control over a larger number of device features, enabling enterprises to tailor device security to their own standards. Windows 8: Good for IT, Good for the Service Desk? What's your company's plan? Wait and see, or embrace the new OS as an early adopter? You may not have an answer just yet, but you should be thinking about it. The key question is, how can you respond to increasing employee demand for device choice, and for the ability to more seamlessly manage personal and professional activities, without sacrificing control over the workplace computing environment? Up until now, IT's response has mostly been a balancing act. Companies that allow a hodgepodge of iOS, Android, BlackBerry, and Windows devices and operating systems often do so at the expense of security, control, and support costs. Conversely, organizations that prohibit all but a few company-approved devices for the sake of security and management risk stifling productivity and quashing employee morale. With Windows 8, Microsoft presents a new option, one that could prove attractive to employees and IT organizations alike: use (almost) any device you want, as long as it's running Windows 8. Security and central management are covered. As for increased costs, there are increased costs with virtually any new technology trend, including BYOD. Think of it as the price of innovation. Once users have migrated to Windows 8 and are up to speed, those costs should go down. Windows 8 is an opportunity for IT and the service desk to be integral to employee enablement, today and in the future. Don't let it pass you by. About the Author Joe Puckett is the director of recruiting and training at PC Helps, and he's the one to ask if you ever have a software question. A fifteen-year PC Helps veteran, Joe creates the company's internal and client-facing corporate training courses. He is instrumental in making sure PC Helps' certified productivity consultants are thoroughly trained and able to provide top-notch support on more than 160 software applications. Recently, Joe has been researching and testing Windows 8 as part of his ongoing efforts to build new training modules for consultants and clients. HDI Customer Satisfaction Index Service Survey, listen, take action, improve, and succeed! This is not your ordinary survey tool. The HDI Customer Satisfaction Index Service is a web-based customer satisfaction surveying service created for support center practitioners, by support center practitioners. The HDI CSI Service provides an efficient and affordable way for you to understand your customers' experiences with your support staff. www.ThinkHDI.com/CSI 40 | Suppor tWorld January / February 2013

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