Legacy Tools: Not Built for Today’s Helpdesk

Overview

Today's enterprises often include branch employees, teleworkers, and on-the-go workforces that communicate using a variety of mobile devices. This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs.