The global pandemic has caused organizations to undergo a tectonic shift seemingly overnight, enabling and supporting a remote workforce in short order, and more recently shifting more gradually to a new normal of in-office and remote, otherwise known as hybrid work. The pandemic also launched or accelerated employment trends in distributed workforces, as well as work-at-home/anywhere behavior.
At the same time, industries continue to modernize through digitalization of their core product and service offerings and redirection of IT from management of existing technologies toward development and experimentation.
Many day-to-day tasks of IT involve servicing and supporting client devices, tasks that can often be transitioned to a trusted service partner. To better understand the value of doing so, IDC conducted new primary research, the resulting highlights of which are presented in this paper. Our analysis was based upon a multicountry survey of more than 500 qualified respondents at medium- to large-sized companies that purchased a variety of PC services.
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