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.
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 https://www.joetheitguy.com/5-reasons-why-your-it-service-desk-needs-a-remote-access-tool/.