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While companies that have a help desk tool can reduce their overall support costs significantly, help desk tools do not specifically address password errors. Yet HDI estimates that 40 per cent of all level one help desk calls are password related.
The pain of password management - the single most common IT help desk support issue - is becoming more pervasive. Many organizations face the challenge of trying to increase security while also reducing support costs. If a business can reduce the number of calls that a help desk has to take by 40 per cent, simply by having the ability for users to reset their passwords themselves, IT or support managers instantly see a dramatic improvement in the efficiency of the company.
IT support now faces the challenge of managing help desk tickets coming from workers outside of the corporate firewall. In order for these workers to continue being productive, whether temporarily or permanently out of office, a service needs to be in place to ensure that end-users' incidents can be addressed quickly.
With this goal in mind, businesses should look into a remote assistance and control solution which allows the administrator to instantly fix desktop problems regardless of the user's location, preferably with minimal user disruption. The ideal solution does not require that a user be connected to the corporate network (e.g. through a VPN) but should provide instant assistance for any user on the Internet.
With this in place, the IT department can see dramatic increases in user and administrator productivity, as well as lower travel costs. Hence, the ideal incident management solution must also combine remote access and management with the help desk tracking tool and password tool.
The ITIL standards are designed to improve processes for IT productivity. By investing in a solution to address even one process, such as incident management, the IT department could save its company thousands of pounds for years to come.
Jon Rolls is senior director of product management at ScriptLogic Corporation
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