The Must-Have Remote Support Capabilities for the Modern Service Desk

With help desk ticket counts on the rise, IT environments and computing platforms increasing in diversity and complexity, and management striving to control costs, IT support professionals need more than free or basic remote support tools. In fact, the basic tools that teams bring on to bridge a capability gap and "get by are increasingly stretched beyond their limited use cases—impairing service desk effectiveness, frustrating customers, and even creating dangerous cyber risks. So, if you’re in the market for a new remote support tool, consider how these tools will impact the security, flexibility, reliability and the reputation of their organization.

But, choosing the right remote support solution that best fits your business and meets the needs of your technicians is no easy task. Today, IT and help desk professionals seeking remote support software should not only be looking for a solution that helps them troubleshoot technical problems, but also one that bolsters remote access security, is easy-to-use for technicians, enhances the customer experience, and that fits into their existing infrastructure.

Simply put, organizations need remote support solutions that can cover an expansive list of use cases, while making your entire service desk experience better.

In the Remote Support Buyer’s Guide, we cover the top capabilities across 6 key categories to seek in a remote support solution that is built for the modern service desk. Use the Buyer’s Guide as a tool to simplify your buying process and focus on the capabilities that will enable your organization to drive efficiency, maximize value, increase security across the service.

Capabilities from vendor to vendor are not necessarily apples to apples comparisons—especially when it comes to security. For that reason, the guide also includes some key questions you should ask vendors to get beneath the hood of capabilities checklists, to understand the depth and quality of what you are actually getting.

Here’s a small sampling of some topics covered in the guide:

• Intelligent collaboration features like chat support, remote camera sharing, augmented reality, and other capabilities that are central to the customer support experience and help drive faster incident resolution.
• Important integrations and interoperability features to maximize your ITSM value, and make your whole ITSM ecosystem work better.
• The best-in-class security features and capabilities absolutely demanded of a remote support solution. For instance, you should be able to identify and record the who, what, where, and when around remote access activities.
• Is it feasible to standardize on a single remote support solution enterprise-wide? What are the benefits?

The guide also includes your own free remote support buyer’s guide template to help you identify your needs and assess and compare vendors.

Download the Remote Support Buyer’s Guide