Reducing Costs and Improving Service with Remote Support

Lisa Erickson-Harris, Research Director, Enterprise Management Associates:
So, what is that connection? It ... on this screen I'm just attempting to show you the high-level flow of how there is a connection between the service desk and remote support. So, I've added another acronym on this screen called Business Service Management. Business service management and service level management are very closely tied together. BSM, however, takes you up to a business services, and then SLM ultimately supports the business service by measuring technology service.

The service desk can get involved, and does get involved very much, by making sure that those service commitments are met. So, it's all about not breaching those service commitments, whether they're business services or technology services. And in order to avoid a breach, remote control can have a big role, in my view, in making sure things are resolved. You're always going to have issues in your environment that need to be addressed. That's why we have service desks to begin with. And remote control can help you resolve those issues to avoid any kind of service breach that might come up.

So, imagine this scenario. You've got a user sitting at their workstation. They're in a business-to-business environment, a B2B site. They're trying to place an order for their customers, and access to the B2B site fails. It goes down. So, in essence, the business service has failed. There's been some sort of a glitch in the system that's caused it not to be accessible.