Legacy Tools: Not Built for Today's Helpdesk
- Topics:
- Business Process Management,
- Engineering Job Descriptions,
- Knowledge Management,
- Resumes,
- Strategic Management Tools
- Tags:
- Call Centers,
- Help Desk,
- It Operations,
- Legacy Tool,
- Productivity,
- Tool
- Source:
- LogMeIn
FREE Registration is required
Overview: Today's enterprise includes branch employees, field workers and telecommuters who work beyond the firewall on a variety of devices, including laptops, desktops, Macs and smartphones. This increased mobility can help drive efficiency and boost the bottom line, but the helpdesk needs the right tools to support this new workforce. While many organizations employ legacy tools that come bundled within a suite of applications, these tools often can't effectively support helpdesk workers or mobile employees.
This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. It also highlights best practices that organizations can use to choose enterprise helpdesk tools that better meet the needs of remote employees, while also helping to cut costs. Key takeaways include:
- The "New Enterprise Mobility" and its impact on the helpdesk
- The challenges and costs of using legacy tools to support workers beyond the firewall
- Success stories from companies who made the switch from legacy tools
- Tactics for selecting a helpdesk solution for your organization
(Is this item miscategorized? Does it need more tags? Let us know.)
Format: PDF | Date: Jan 2009 | Pages: 8
