What do you really need in a remote support tool?

Featured article by Vinod Mohan, Product Marketing Manager, SolarWinds

Remote support tools have long been a mainstay for IT pros and their end-users, but new trends are emerging and have been doing so for the past three to five years—trends that have disrupted the way IT pros use remote support tools, and the way executives purchase these tools. But as new trends come and go, the bottom line remains the same—IT ultimately needs to resolve tickets throughout the day regardless of location to keep users productive and the business running smoothly. The growing volume of desktop support tickets, the increasing complexity of support issues and the necessity to support different operating system platforms reinstate the need for a powerful and flexible remote support tool that ensures IT departments can improve the efficiency of IT support.

Industry knowledge suggests that the majority of IT pros who need remote support capabilities are using some sort of free tool, but often, these tools are limited and don’t suit their needs. Whether a business deploys such free tools that are too limited in functionality, or alternatively, paid tools that are expensive and potentially chock full of superfluous features, ultimately depends on the size and needs of the organization. The responsibility that IT departments have is to find the remote support “sweet spot” that best satisfies the organization’s particular needs. If the task is simply to assist end users, organizations need a different type of tool, certainly not one that costs thousands, but a free tool won’t do the job, either. Where is the middle ground?

Driving the Change

Remote support is a mature market with a core use case, but like many other markets, the emergence of cloud-based and SaaS offerings and the melding of IT management capabilities has changed the space, not to mention created higher expectations for functionality. When the offering is cloud-based, IT pros and end users expect zero configuration time and ease of use for resolving issues immediately.

Another change is the size of today’s enterprises. IT pros are managing more users and information than they were two decades ago, but they must also turn around cases more quickly. Larger organizations are still leaning towards on-premises solutions to address cost. An organization with 200 IT technicians for example, would encourage a more advanced solution that provides deeper insights and capabilities.

As remote support folds into the IT management market and plays a larger role in IT request resolution, solution providers are also adding a compatibility and integration point between remote support tools and help desk ticketing systems. Such integration, as well as integration with other existing IT infrastructure, such as Active Directory, make remote support tools more powerful and better aligned with the organization’s overall IT operations and service management strategy.

What do IT pros really need? Finding the ‘sweet spot’

The most important need for the IT pro is to make a connection with the end user and enable basic screen sharing, no matter which of the top three operating systems the end user happens to be running. This cuts down on clutter or repeat requests; any tool without this functionality can quickly be dismissed as being too limited for everyday use. However, there are a few other necessary features for the IT pro to be successful in the role, such as quick deployment and ease of use; interaction with help desk for seamless support delivery; fast ROI when compared to more expensive options; and the ability to perform many support-related tasks from one console.

The ideal remote support tool should include these top five features:

– Ability to support end-users wherever they are: This means being able to remote control computers both inside and outside the network firewall. Whether users are situated on the corporate network, or outside of it (even when without VPN connection), a remote support tool should enable IT pros to remotely access their systems and provide support. Look for remote support tools that include support for over-the-Internet remote session.

– Assist issue resolution with built-in tools: In addition to basic remote control, a remote support solution should be able to deliver additional tools and utilities to assist the IT pro in troubleshooting system issues. This includes the ability to manage servers and workstations, reboot systems, start/stop processes and services, view and clear event logs, unlock user accounts, reset passwords, manage Active Directory domains, etc. This enables the support technician to not just control the remote computer, but also be prepared with the right set of tools to troubleshoot issues quickly.

– Flexibility to offer on-the-go and after-hours support: Not all IT pros are fixed to their seats. They often move about to get their jobs done. Even when they are out of the office, or on a holiday, some critical issues may need addressing. The ability to access remote computers from a mobile device is a growing need. This way, IT pros can truly work remotely from anywhere.

– Support secure authentication methods: For highly secure networks, access to remote computers will have to be validated with multi-factor authentication. The use of Smart Card technology for remote connection logon ensures additional authentication, identity management and protection.

– Integration with help desk/ticket system to accelerate service delivery: As help desk pros and IT admins are working on help desk tickets, the ability to initiate a remote session right from the ticket itself will further speed up and power up issue resolution. If the integration supports transferring remote session details and metadata to the help desk ticket, it will further simplify reporting and management.

As the IT management market continues to evolve, becoming increasingly saturated with tools that meet the needs of every trend, it’s crucial for IT pros to understand what functions are really needed to be successful. And remote support is a technology that will continue to be a silent, but effective, contributor to positively impact IT administration and service management.