Remote support software solutions offer tremendous value. They ensure continuous business operations by enhancing the performance of the technology solutions that enable them, shorten the time needed to resolve technical problems, increase the productivity and output of IT staff, and dramatically reduce the costs associated with managing and maintaining a complex, multi-faceted, and globally-dispersed technology infrastructure.
But, there are many remote support solutions on the market today, and some are far better than others. While most vendors deliver “the basics”, the world-class remote support software packages offer even deeper capabilities and a broader range of features.
So, what should you look for when choosing a remote support software application?
The speed at which some remote support software solutions can access components within a technology architecture can be seriously hindered by firewalls, routers, and other network address translation devices. Therefore, you’ll want to select a remote support software package that can connect immediately to any system, anywhere, regardless of the security mechanisms in place. This will not only accelerate problem resolution, it will help you avoid the delays and downtime that can negatively impact operational productivity.
The transfer (upload and download) of files such as patches, bug fixes, software upgrades, and even user manuals and other documentation can slow down the performance of business applications and networks. But, this type of information and file sharing is needed to promote effective and efficient technical support. So, in order to prevent the interruption of core business activities, you’ll need to select a remote support software solution that includes mechanisms that will minimize the impact of large file transfers.
Look for a remote support software package that provides flexible and open support. This will ensure that your IT team can effectively manage and maintain any system across your enterprise, regardless of its platform, operating system, or configuration.
In order to most successfully serve employees or customers, help desk and IT professionals need to have several choices when it comes to communicating with them. Some remote support software applications offer a variety different and convenient interaction channels, such as Web conferencing, video conferencing, and “live” chat or instant messaging.
Persistent connections, an innovative feature that is not offered by all remote support software vendors, help to ensure that troubleshooting and resolution sessions are not dropped or interrupted while they are in progress.
Providing virtual access to corporate systems – which house volumes of sensitive, proprietary, and confidential information – can raise the potential for breach or unauthorized viewing. While all remote support software solutions provide some level of protection, be sure to choose one that utilizes the latest and greatest security tools and techniques, to preserve the integrity of your mission-critical technology environment. Look for features such as data encryption, permission-based authorizations (which require end user approval before a remote staff member takes control over their system), unique session logins, and automatic session recording.