Reducing Costs and Improving Service with Remote Support

Lisa Erickson-Harris, Research Director, Enterprise Management Associates:
And then, I've highlighted the two areas that can help the service desk analyst better do their job more quickly in green on . . . to the left as being remote control and knowledge management. Those are some technologies that are out there that can help the service desk analyst to be more efficient. And so, we're going to shift here to do a polling question. And what I'd like to do is to ask you how long your company has utilized remote support technologies. Is this something that's new to your organization or not?

If you would take a look at the poll and answer as to whether you have deployed remote control technology more than three years ago, in the past 12 to 24 months, whether you're planning to deploy remote technology, whether you do not specifically use remote support technology, or if you don't know. And once you've chosen the answer that best fits your organization, just press the "Submit" button at the bottom of the screen. And I'll give you a moment to respond to that question.

Okay. And let's see what kind of responses we got on this poll. So, it's very interesting to me, then, that most of you have deployed technology more than three years ago. That tells me the technology's very mature and your organizations are also very mature. You may have deployed one solution, maybe even replaced it with another solution. There's a fair number of you that deployed it more recently, 12 to . . . in the last 12 to 20 months, but nobody, absolutely nobody, that's planning to deploy. So, that's good. So, most of you are probably familiar with what you can do generally with remote control technology. I'll go back to the slides, and we'll continue here by making the connection.