THE 3 TRENDS IN THE IT WORLD

BYOD ----------------------------Customer Support--------------------------Outsourcing

WHAT IS INFORMATION TECHNOLOGY (IT)?

The study or use of systems such as computers, servers, and other mobile device for sending, retrieving, and storing information.

HISTORY OF INFORMATION TECHNOLOGY

•Between 3000B.C. and 1450A.D.•Communicated through language and drawing pictures on

a rockPre-Mechanical

• Between 1450A.D. and 1840• Slide rule (analog system that divides and

multiply)• Pascaline, a mechanical computer was invented

Mechanical

•Between 1840 and 1940•The telegraph, Morse code, telephone and

the radio were all in the electromechanical era

Electro-Mechanical

Beginning of Telecommunication

• Between 1940 and now• first high-speed digital computer (programming to

solve computer problems) called ENIAC (Electronic Numerical Integrator and Computer)

• smart phones, laptops, and tablets/iPads

Electronic

The 4 ERAS

BRING YOUR OWN DEVICE (BYOD)

RISK BENEFITS

Increase Productivity

Comfort

Lateset Upgrades

Cost Effective

Legal Issues

Security

Increase Support

RISK• Increase Support • Security• Legal Issues

BYOD

Benefits• Cost Effective• Latest Upgrades• Comfort Level• Increase Productivity

BYOD

CUSTOMER SUPPORTDo’s AND DON’TS

DO(s)

DON’T(s)

DO(s)• Friendly Greeting• Active Listening• Apologize• Empathize• Reassure• Problem Solve• Confirm Resolution

Customer Support

DON’T(s)•Never go into technical specifics• Do not fault anyone• Never make promises that’s not kept

• Never treat customers like they are inferior

 

Customer Support

OUTSOURCING

RISK

BENEFITS

RISK• Hidden cost• Trust• Shared environment

Outsourcing

Benefits• Cost effective• Flexibility• Knowledgeable of product• 24/7 support

Outsourcing

ConclusionThe affect the three trends that have in the current industry

thinking process and practices are being at a comfort level, where many will always know by having the BYOD policy, they are excited about having their personal devices; using customer support, they know if their computer breaks there is someone to fix it, and they know that outsources companies are around as technology changes in a business. I believe that cutting cost is the ultimate goal, employers know that there is another option and they are not stagnated. Companies are welcoming the opportunity to bring new and improved trends into an industry. They are looking for effective strategies to keep businesses rising to the top.