Not long ago the tools used by desktop support technicians were literally tools, as in something you stick in a belt or a box. Hardware and software fixes required a technician to be onsite and use these tools to resolve the issue.  Fast forward a couple of decades, and now we have hardware that is more reliable and robust, software that basically updates itself, and remote support tools that allow technicians to fix nearly any problem from the comfort of their own desk.

The recently released HDI report, “Desktop Support Technology” is based on a survey that collected data from 978 organizations of various sizes and industries about desktop support tools and technologies organizations are currently using. The resulting data has much to tell us about the state of the industry and how desktop support has evolved. (The report is only available to HDI members, but you can download a complimentary copy from Bomgar here.)

Not surprisingly, the survey found that remote control tools are the most popular technology currently used by most IT organizations (90.1%). HDI also asked respondents to identify the tools they felt were the keys to providing successful desktop support. Remote control tools again occupied the top spot (78%), with incident management tools coming in slightly behind (76.6%).

Respondents also noted that because all of these support tools are important, most (nearly 80%) are hosted on in-house servers. IT organizations also reported that they are increasingly consolidating and sharing the same tools across support teams.  Nearly 91% of organizations use shared ticketing systems, and remote tools are seeing a similar surge in use across teams, as they make the workflow much more efficient.

In the report, HDI concludes, “Today’s support teams have access to amazing levels of technology. Regardless of industry, business, or size of organization, these tools make the work we do easier, more efficient and more consistent. As technology evolves, it’s critical that our tools evolve to cope with changes now and in the future.”

To download the full report, please follow this link: