Supporting the New Reality of the Remote Workforce
with Clientless Remote Desktop Control

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Ease of Use

Closely tied to a solution's cost effectiveness is its ease of use. A solution that is hard to deploy and/or use will increase unapparent costs. For an IT support manager, every second counts. Wasted time slows down incident-resolution and costs money.

Your initial deployment should be simple. If you choose an ASP, the solution must be an instant-on. If you deploy an appliance-based solution, it should be turn-key. And for reasons of simplicity and security, your solution should not require you to alter your network firewall settings.

The connection process must also be simple for the end-user and the support representative. If a support rep must walk novice end-users through a complicated connection process, your company is losing money.

Representatives should also have the tools they need for maximum efficiency, especially if the solution you choose allows reps to handle multiple simultaneous sessions. Tools like support queues, session sharing and session transfer allow support personnel to work efficiently as a team. On the individual session level, tools like chat and file transfer should be context-specific so that a representative can easily resolve an end-user's problem.

Finally, the solution you choose should require very little of the remote end-user. Once connected to the remote computer, the support representative should be self-sufficient. Requiring remote workers to be present to reinitiate a connection after a reboot is an inefficient use of their time. So if the solution claims the ability to reboot and reconnect to a remote computer, you should ensure it is a true reboot-reconnect feature. Does the "reconnect" feature require and end-user's intervention?

The table below compares some features that make for easier incident resolution.

Table 2 | Ease of Use

The best way to evaluate a solution's ease of use, and to further assess what may be its unapparent costs, is to try the solution before purchasing. Citrix® Online GoToAssist™, WebEx™ Support Center, and the Bomgar Box ™ are all available in trial versions.

Because of its unique deployment model, Bomgar™ may also provide a more in-depth look at the Bomgar Box™ via a temporary site, and qualified companies may participate in the company's Evaluation Program. This involves self-hosting a Bomgar Box™ for an evaluation period.

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