IT Best PracticesManagement Systems

Remote Access Tool for ITSM: What and Why?

IT service management (ITSM) has evolved dramatically over the last decade. With the emergence of automation with intelligent service bots, machine learning (ML), and artificial intelligence (AI), the service management capabilities are seeing expansion. This innovation is reducing the burden on service agents while allowing them to focus on more complex support tickets. In this article at Joe the IT Guy, Joe points out how remote access tools help the IT service desk.

Reasons to Boost Your ITSM with Remote Access Tools

A technical failure will occur unexpectedly at the most inopportune time. Therefore, IT service managers must prepare themselves to serve a user in distress and respond in the best way. One of the challenges to achieving this is the physical or  geographical limitation. IT service managers can overcome the challenge by using remote access tools. Let’s understand why IT service desk needs remote access tools.

Remote Diagnostics

With remote access tools, the ITSM team can resolve user and system problems without traveling to the location. Problem escalation and collaborative support can be initiated whenever necessary, without indeterminate waits for responses.

Secure Data Center Access

The remote access tools will provide users with secure access to data center resources without requiring users to have specialized connectivity. Furthermore, remote access tools help businesses secure and trust their authorized user connections and protect them against unauthorized access.

Software Installations and Updates

Remote access tools assist in managing software installations and updates through remote desktop service. This gives the ITSM team complete control over the timing, consistency, and security of all software deployments for remote users. Experts believe that timely patch-and-update deployment is an essential step towards better cybersecurity.

You must dedicate time to review your IT service desk remote access requirements to develop a broader remote access strategy. This approach will pay dividends in cost savings, reduced security risks, and efficiency improvements. To read the full article, click on

Nivedita Gopalakrishna

Nivedita Gopalakrishna is currently working as a Content Specialist with CAI. She has more than eight years of experience in blogging, copywriting, and ghost-writing. Nivedita started her career as a reporter/sub-editor in one of the reputed newspaper organizations in India. She went on to pursue her career as a content analyst in an Indian-based company, Brickwork India Pvt Ltd. Nivedita has assisted several overseas clients with SEO-friendly content for B2C copies, blogs, product descriptions, newsletters, sales letters, e-books, and research papers. When she is not at her computer, you can find her either reading vintage novels or singing Indian classical music.

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