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EasyVista | September 12, 2024
Definition and Overview
If we could travel back a few decades, we'd have some exciting news for science fiction writers. No, teleportation hasn’t been invented, but something much simpler and just as effective has come into existence, at least when it comes to customer support.
We’re talking about remote support, which allows IT professionals to access, diagnose, and resolve issues on devices or networks from a remote location.
Thanks to specific software, it’s possible to connect to users' devices, view their screens, transfer files, or even control the entire system, providing quick and accurate solutions each time.
What once seemed like science fiction has become a reality we're all accustomed to.
The business world is increasingly digital, more interconnected, and less concerned with the physical distances between people.
Moreover, the current context is characterized by a growing reliance on remote work, which started as an emergency measure but has since become a widespread and viable option. It often forms part of hybrid solutions that benefit both companies and employees.
In such a scenario, remote support systems play a strategic role.
But it's not just about convenience and efficiency. In certain situations, remote support becomes a lifeline for business operations, especially in scenarios where the physical presence of IT teams is impractical or impossible.
This first point is also the most intuitive: remote support significantly reduces operational time and costs by eliminating the need for physical travel to resolve issues.
Optimizing both financial and human resources always positively impacts productivity—this is generally true.
Specifically, remote support tools allow technicians to handle more support requests in less time, boosting the IT team’s overall productivity.
Regardless of geographic location, remote support ensures continuous access to IT resources. Given the structure of today’s business processes, this has become indispensable.
Improved Customer Satisfaction
With remote support systems, issues are resolved conveniently and quickly. In other words, the customer experience improves, leading to higher satisfaction.
The most important outcome of this virtuous cycle? A significant increase in customer loyalty.
A good remote support system adapts to different business needs and offers various assistance methods; the most important include:
The EV Reach remote support platform offers a comprehensive solution for all these scenarios, ensuring effective and secure interventions in any business context and offering extensive customization options.
While discussing the types of remote support, some features have already emerged; below is a quick list summarizing the most important ones.
This feature, which we've repeatedly mentioned, allows technicians to access and control devices remotely.
Continuous system monitoring is imperative for identifying and resolving issues before they occur. Tools like EV Observe provide a complete view of IT infrastructure performance, facilitating proactive issue detection. Moreover, they can be easily integrated with remote support solutions like EV Reach.
Transferring critical files and data between remote devices with maximum speed and security is often essential for quick problem resolution.
Here’s another important point: an efficient remote support system must ensure compatibility with various operating systems and devices.
Remote support processes are delicate in terms of security and data protection. Without proper attention, there’s a risk of exposure to malicious attacks or equally disastrous operational losses. This is why this point is crucial and is highly prioritized in systems like EV Reach.
We’ve explored the main types of remote support and their vital features. Now, let’s take a quick look at the most essential applications.
One of the most widespread applications, designed to solve end-user technical issues without requiring physical travel. We've already focused on this aspect in the previous sections of the article; however, it’s not the only one to consider, as we'll see below.
Managed service providers (MSPs) offer centralized and remote IT management, optimizing problem prevention instead of merely reacting to them. Relying on MSPs allows companies to access specialized expertise, reduce costs, and improve operational efficiency in a predictive mode.
Managing remote teams requires solutions that ensure both security and productivity.
Collaboration platforms facilitate communication and efficiency, while encryption tools, VPNs, and multi-factor authentication protect company data.
Efficient and personalized customer support is crucial for customer satisfaction and loyalty. Chatbots and automated ticketing systems speed up problem resolution, while service personalization based on precise and increasingly targeted data enhances the user experience. Focusing on continuous staff training to maintain high competence standards is essential.
The benefits of remote support are numerous and decisive, but implementing it can present some challenges, particularly in managing security, staff training, and integrating with existing IT infrastructure. Proper planning and adopting the right technological solutions can prevent these challenges.
For example, EV Reach offers seamless integration with existing IT infrastructures, ensuring secure support that complies with constantly updated security standards.
Here are the key steps to effectively implement remote support:
The points to consider are efficiency, security, versatility, and the ability to integrate with existing IT infrastructure.
This point, mentioned earlier, deserves emphasis. It is imperative to ensure remote support tools are compatible and well-integrated with existing IT systems. With EV Reach, this integration is simple and immediate.
Clear policies and protocols for remote support are needed to ensure efficiency, security, and compliance. Naturally, these guidelines must be regularly updated.
Another aspect that has come up repeatedly is that adopting the best IT systems is of little use if there’s no equal emphasis on continuous staff training.
The COVID-19 pandemic accelerated the adoption of remote support systems, which proved fundamental for operational continuity.
Thankfully, that emergency is behind us, but the trend of integrating physical presence with remote operations has remained central and will be crucial for the future of any business.
Artificial intelligence (AI) and automation are fundamental to remote support. Future trends will heavily revolve around these, focusing on the ability to anticipate and resolve issues before they manifest, improving efficiency and further downtime.
A more digital ecosystem also means an ecosystem increasingly exposed to cyber threats, underscoring the importance of remote support to continuously update cybersecurity measures.
Even today, solutions like end-to-end encryption, multi-factor authentication, and continuous activity monitoring ensure sensitive data is always protected during remote support sessions.
The number of internet of things (IoT) devices continues to grow exponentially, making their integration with remote support solutions crucial.
This trend will—and already does—present new challenges and a vast array of possibilities.
Operational efficiency, as issues can be resolved quickly without needing on-site interventions; cost reduction, thanks to decreased transportation and logistics expenses; significant improvement in IT security, with the ability to monitor and manage resources in real-time.
Managing security during remote connections, integrating with existing systems, and ensuring IT technicians are adequately trained to use remote support tools.
EV Reach by EasyVista offers a comprehensive remote support solution, enabling technicians to securely access company devices, automate repetitive processes, and quickly resolve issues. The platform also ensures seamless integration with existing systems, improving operational continuity and IT security.
EasyVista is a global software provider of intelligent solutions for enterprise service management, remote support, and self-healing technologies. Leveraging the power of ITSM, Self-Help, AI, background systems management, and IT process automation, EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their service and support delivery. Today, EasyVista helps over 3,000+ enterprises around the world to accelerate digital transformation, empowering leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.