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SDI insight shows that the vast majority of service desks use a remote support tool. Many respondents specified that 20% or more of ticket resolution made use of remote support, and while many have said that the tool has met their expectation, a significant proportion have said they do not measure performance improvements in relation to the tool.
In this webinar SDI’s Chief Value & Innovation Officer, David Wright, and Ian Pitfield, Senior Solutions Engineer from BeyondTrust explore this latest research further, along with comparing the actual benefits and challenges faced by service desks who have remote support tools with the perceptions of those who currently do not.
David Wright, The Service Desk InstituteDavid is responsible for creating, curating, uncovering and discovering business value chains for SDI and our customers. He is passionate about continual service improvement and using data to provide industry insight to the ITSM community.
Ian Pitfield, BeyondTrustSDI’s Senior Research Analyst, Scarlett Bayes, and Ian Pitfield, Senior Solutions Engineer from BeyondTrust will explore this latest research further, along with comparing the actual benefits and challenges faced by service desks who have remote support tools with the perceptions of those who currently do not. We will also identify real-world experiences of service desks with remote support tools and evaluate their relative importance of IT support teams.
