This is where companies must define exactly what their support policy will be and who will receive support, Pelino says. "In most cases there is no one-size-fits-all answer."
Road warriors, service techs and executives who need their personal devices to effectively conduct business should warrant a greater level of support than in-house employees who just prefer to use their iPhone or tablet to check email and schedule events. "Tiered support is a good way to manage costs," Pelino says.
But before rolling out any policy, she urges IT to work with human resources and legal to make sure the rules are fair, legal and provide the right support to those who need it most. "Think about the business value of supporting each employee and the costs associated with those interactions," she says. "Because you can't do everything for everyone."