Reference no: EM131685172

You are the supervisor for a service desk that supports the internal customers of Bayside Consulting Services, Inc., a small consulting company that has recently moved to a new and much smaller corporate headquarters. Only the company's executives and managers will work at the headquarters. All of the company's consultants will work from their home offices. Most of the consultants will use company-supplied laptops, tablets, and smartphones. Some consultants will participate in an experimental “bring your own device” program. As a result, you are expanding your service desk. You are very committed to satisfying customers and resolving a high percentage of incidents, and you know that many of the traditional techniques used to support workers, such as going to the worker's office to diagnose an incident or upgrade a system, aren't going to be possible or practical now that the consultants are working remotely, and now that consultants will be using a wider array of technologies. Search the web for articles about topics such as “supporting remote workers” and “supporting telecommuters.” Use the articles to prepare a brief presentation outlining the people, process, technology, and information issues you must address at the service desk in preparation for this change. Outline how the responsibilities of your customers must change as well.