Virtualizing Support

Source:

Bomgar

Posted:

May 18, 2009

Over the past several years, there has been a dramatic increase in the number of remote workers. Additionally, most enterprises are becoming increasingly geographically diverse. As a result, providing support services for these workers has become much more difficult. This problem is exacerbated by the greater expectations and higher demands placed on employees and clients, coupled with the continually increasing pressure on IT to contain costs. Telephone support, onsite support and traditional remote control software are some common methods for providing support. In addition to these methods, there are several other tools that enterprises have used to address their support services challenges. The most common of these tools is help desk ticketing software. IDC believes that these tools serve a valuable function and should be used in combination with tools that are designed specifically to help remediate technical support problems. Combining the two types of tools can result in greatly increased help desk efficiency. To help address these challenges, Bomgar has developed a "clientless" remote support services tool with the ability to virtualize support staffs.