In recent years, there has been a dramatic increase in the number of remote workers & geographic dispersement of organizations. As a result, providing support is more difficult.
Phone, onsite and traditional remote control software, combined with help desk ticketing software, are typical solutions used to provide support. IDC believes these tools must be used in combination to remediate support problems and increase efficiency.
This webcast features an example of a "clientless" remote support tool to virtualize support staffs.