The support staff member could remotely access the machine, realize it’s very slow, and figure out it’s a saturated processor or a slow local disk about to die after doing some digging around. Let’s say a user submits a ticket saying their Internet is slow. Remote management provides this needed context that takes away the step of IT needing to find the machine to be remotely accessed. To fix the issue, you’d need to know where said machine/device is and its’ address, right? Sure, your team can always ask a user what their computer name is (or walk them through the steps to find it) and then remotely access it, but in the interest of productivity, wouldn’t it make more sense to, say, simply search for the user’s username, find the machine that has that user logged on, and then do something as simple as right-clicking the machine icon and selecting the remote access option?Īnd then there are those situations where the problem isn’t the user themselves they are just the symptom of a larger problem solved by IT needing to remote into a Linux machine or even an IoT device. Remote management solutions (in general) maintain an inventory of systems and devices on the network. You can’t manage what you don’t know about If this is you, let me offer up four reasons why remote management should be a fully integrated part of your remote access support efforts. If you’re solely using remote access, you may not see the value of having remote management used in conjunction with remote access. It should be used as part of a remote management solution that collects and presents information about the systems being supported to the support staff. While remote access provides IT support teams with the needed visibility to solve user problems quickly and efficiently, remote access shouldn’t exist in a silo. To achieve a positive ROI on the helpdesk, the productivity of the support staff is crucial it’s one of the reasons you use remote access in the first place. All this while constantly having to ask the user: “What do you see now?” After all, no one in IT wants to work strictly over the phone and try to work through countless screens, commands, etc. It’s the easiest way to help users work through their problems and is the IT embodiment of the phrase “a picture is worth a thousand words”. If you’ve worked on or managed a service desk, one of the most used tools today is some form of remote access.
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