Sign No. 1: The Enterprise Uses Multiple Remote Access Solutions

Having more than one remote access solution in use across data center sites and client systems is not uncommon, but can be redundant and counterproductive. The practice creates confusion, in that support personnel may not know which tool is best suited to solve a particular issue, lengthening the time taken to resolve the problem. Organizations should consolidate their remote access solutions so there’s one technology used to securely manage all remote resources, and to take advantage of economies of scale.

The modern workforce could have employees stationed around the world, and this can present challenges for IT departments. Support personnel must have access to the mobile workforce, whether they are static, but in another office, or if they’re out in the field and on the move. Additionally, IT must be able to support employees across different network configurations. If the current remote control software can’t do these things, it’s likely time to start looking for a change.

As companies look for ways to increase efficiency and reduce costs across departments, they sometimes must consolidate resources, including support centers. If the IT team experiences this, it can reduce the sting of increased workloads and avoid productivity-killing travel through the use of remote access. Admins can provide fast support, efficiently without needing to be at a physical office location to assist.

Thus far in 2012, there have been more than 850 reports of the loss or theft of enterprise data, or the exposure of personally identifiable information; the five largest incidents account for a total of 40 million comprised records. A Verizon Business report stated that 88 percent of hacking attempts occur through remote control software. In an age where many organizations must not only be secure, but also adhere to compliance regulations, vulnerabilities in IT security, either due to the software itself or user error, are simply not acceptable. Remote access software that offers multiple layers of security and that can adapt and adhere to both government mandates and an organization’s own security policies is critical to achieving compliance in fields such as health care and financial services.

Dispatching an IT admin to fix simple issues can be prohibitively expensive when time out of the office, fuel prices and service hour costs are considered. For example, sending a repairman to check on problems with an ATM can take hours, depending on the distance being traveled to and from its location, when diagnostics and troubleshooting, initiated through remote control, can often solve a problem in a matter of minutes. Companies looking to be “greener” can take advantage of a remote control solution to reduce their carbon footprint, while providing faster and more cost-efficient support.

Executives need tech support, too. If a remote access software is not properly configured or monitored, support personnel can use it to gain access to information that isn’t for their eyes. By installing a deployment that defines user rights with extensive granularity and centrally manages who can do what in a remote-control session, organizations can avoid security issues and keep sensitive information safe. Additionally, auditing capabilities can record every keystroke and mouse-click during a remote control session and save it in a proprietary file for later viewing. If a legacy remote-control software doesn’t offer this feature, it might be time for a new solution.

There are many free remote control software solutions available, but just because they’re free doesn’t mean they’re suited for the job. Many free solutions have security vulnerabilities. While it may seem counter-intuitive to pay for a solution when an alternative is free, the old maxim is true: You get what you pay for. After all, the costs of recovering from a loss of sensitive information—both in revenues and in reputation—is far greater than purchasing a premium remote control software that offers multiple layers of security.

For most organizations, slowing or stopping work to take care of an IT issue can result in lost revenue. If there’s a lag in what IT personnel see on a client’s screen during a remote-control session, it takes longer to resolve the issue. The right remote-control software will let personnel see and troubleshoot problems in real time, without lag slowing them down. This level of performance means that employees can get back to work faster and minimize lost revenue.

Sometimes there are remote-control sessions in which it would be beneficial for more than one member of a support team to participate. A problem arises when the current software doesn’t allow the IT manager to loop in different levels of support to streamline the session—whether it’s for training, troubleshooting or demonstration purposes. IT teams should seek out remote-control software that lets Level 1, Level 2 and Level 3 (and beyond) service teams take part as necessary so that all experience levels can learn, discuss and collaborate in a single, centralized session.

Employee desktops, laptops and mobile devices aren’t the only computing platforms that require support. Many of the devices that people rely on every day can sometimes need a little troubleshooting. Gas pumps, ATMs, point-of-sales devices at retail outlets and parking garage ticket dispensers are some examples of machines that can have a place in a company’s IT infrastructure, and if an organization can’t remote into them to see what’s happening, a new remote control software should be in order.