Gartner shared advice to Chief Information Officers (CIOs) how they can expand and secure IT systems to deal with surge of employees working remotely and customers making requests online

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Coronavirus: CIO Areas of Focus During the COVID-19 Outbreak

Securing IT Systems – Gartner shared advice to Chief Information Officers (CIOs) how they can expand and secure IT systems to deal with surge of employees working remotely and customers making requests online

Summary:

Gartner published on March 6, 2020 guidance for Chief Information Officers (CIOs) on how to manage their IT systems to deal with surge of employees working-from-home and customers’ online requests. These include:
  • Inventory Work and Customer Use Cases – Identify work flows for jobs conducted remotely, required interaction and use cases of customers and business partners, and technology platforms required, including email or messaging, Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems
  • Identify Security Needs – Assess security of infrastructure, including hardware used (company property or personal devices) and networks (public or private), as well as managing identity and access
  • Update Policies, Access and Training – Update work-from home policy to specify who can do it, how often and how long, while enabling IT department update, expand and limit access to digital assets as needed, and training employees on data protection and proper use
  • Provide New Capabilities – Acquire or scale technology capabilities, as well as bandwidth and network capacity
  • Expand Self-Service and Digital Sales – Prepare for waves of questions, orders and cancellation from customers, and enable self-service through web, email, interactive voice response (IVR) systems, chatbots, and smartphone apps, freeing customer service representatives for more complex and unusual issues
  • Add Personal Touch to Remote Experiences – Determine products and services that still require some human touch online to make a difference to customers, such as interaction with business-to-business (B2B) salespeople, public schools providing online classes, healthcare facilities expanding access to telemedicine, and conference organizers holding remote events
  • Adapt Products or Capacity for Current Demand – Be agile and enable fast shifts in physical and digital resources
To read the article for free from Gartner’s website, please visit https://www.gartner.com/smarterwithgartner/coronavirus-cio-areas-of-focus-during-the-covid-19-outbreak
Company: Gartner
Categories: Business operations, Customers, relationships and channels, Remote work

Original publication date: March 6, 2020

Date last updated: April 3, 2020