How to Support the remote workforce: remote computer control
As remote and mobile workforces continue to expand, the issue of support for these new teams is increasingly critical to business IT strategy.
However, the increased volume of peripheral teams and the sheer nature of their set-up often exacerbate the more traditional forms of support. Commonly, in-house teams are ill-equipped to manage remote user issues, especially given the inability for face-to-face, desk-side assistance.
Increasingly, businesses are incorporating automated incident management systems, with third party support proving crucial to IT support strategies, business-wide. Co-sourcing partners, like Twin Systems plc, offer flexible solutions, designed to meet the needs and expectations of partner organizations. And, by incorporating a service partner, enables businesses to streamline the efforts by utilising specialist resources.
A 2005 survey by BPM Forum (The Remote Revolution Uptime Issues, Implications & Imperatives in the Mobile Workforce) established that various trends exist within the sector, in relation to remote workforces. These findings are detailed and analysed within our Whitepaper: “How to support the remote workforce : remote computer control”.
Whatever the reason for increased remote workforces, be they environmental, employment flexibility or cost-cutting, the same issues to support still exist. The most salient concern for IT Managers and Directors, is to ensure that the level and style of support, best matches the needs of external teams. It is also important to ensure that in-house support mirrors this.
The BPM Forum survey established that securing and supporting remote users, was considered the fourth-most priority for IT teams, behind: Protecting against threats, intrusions and viruses, improve overall quality of technical support operations, maintaining and managing applications on the desktop.
Read more in our whitepaper, here.