Reducing Costs and Improving Service with Remote Support

Lisa Erickson-Harris, Research Director, Enterprise Management Associates:
Let me just see if I can get this back to you. There we go. All right, making the connection between service level management and remote support. So, this slide is meant to show you some of the features and functions that are part of service level management, which is a completely different discipline and a discussion all of its own. So, what I don't want to do is to cover each and every one of these functions, but really just to say that service level management is about connecting the technology silos to the organization's need. It's about delivering a level of service quality across technology silos. That's the goal. It's to ... meant to service the customer, whether that customer be internal, external, or a combination of both.

And where it intersects with the service desk and with remote control technologies is down at the bottom with the end user experience management, because SLM is all about making sure that a customer gets a good quality of experience when they're interacting with your organization. And because the service desk, their primary job is to make sure the customers are happy and up and running, there's a pretty tight connection.

And many of you might say there has been for many years. There is a SLM component that looks at how quickly you resolve issues, but there's also an operational component for SLM that looks at services that are often outside of the service desk. And I am suggesting to you that there's a role for the service desk and remote control in that environment as well, which is becoming more and more important in IT shops today.