Operations | Monitoring | ITSM | DevOps | Cloud

Would you believe us if we say that the term “remote management” was once a nightmare for conservative or old-school managers? No matter how much it seems to be hyped today, there was a time when remote management was considered a nightmare for several dated enterprise owners across the globe. After the massive COVID pandemic hit, the concept of remote working seems to have leveled up. Did we mention this is not going to be easy though?

Remote IT support has become one of the most effective solutions in the globalization age. Setting aside the obvious practical reasons – different time zones, smaller wages in the developing countries, faster response time, and so on – we may say that it was an inevitable change. The new generation cares more about their wellbeing and comfort.

Knowledge Management for IT Support Do your IT support initiatives use up a ton of your business’ resources? You are not alone. In fact, HDI found that a single tech support instance can cost your company anywhere from $2.93 to a whopping $49.69. Worse yet, escalated support tickets can cause this cost to triple. Of course, you cannot exactly go without a dedicated IT department and tech support staff.

Challenges & Solutions Now that the world is reopening again from the pandemic, many employees are reluctant to go back to the office, preferring the convenience of work-from-home. To retain these employees, many organizations are adopting a compromise: hybrid work. In this setup, employees go to the office a few days a week, then report virtually from home for the rest.

The COVID-19 pandemic has upended varied operations, sectors, and industries, with customer support being no exception. According to a survey consisting of AI analysis of more than 1 million customer service calls by the Harvard Business Review, customer service is among the hardest-hit company functions by the COVID-19 pandemic. Hardly surprising.

Mobile learning consists of learning on the go, via your smartphone or tablet. In a business setting, mobile learning offers the possibility for employees to follow their training wherever they are, with online courses and other content being accessible at all times. This learning method is available on many learning management system (LMS) platforms but, as we will see later, it is necessary to be vigilant in the choice of the latter because mobile learning comes with some technical constraints.

As the Internet of Things (IoT) continues to grow, transforming the way we live and work, it should be expected that there will be various security challenges to battle. This means that as a business owner, you should be ready to secure your devices and connections. Statista reports that there are currently 15.14 billion IoT-connected devices worldwide.

In-House IT Support vs. Outsourcing As companies grow, their need for IT-related tasks increases. Whether the company wants to offer a new service to customers, better understand their data, or streamline in-house communication, they are presented with two options: having an in-house IT expert or outsourcing their IT support to managed service providers (MSPs). The pros and cons of each of the approaches depend on many factors.

When a business considers switching to a new MDM for their remote support, they primarily evaluate potential solutions from a technological perspective. The organization’s IT team will compare the MDM’s features vis-a-vis others in the industry, weigh over its specs, and determine how an implementation would work for their business. While this comprehensive technology review is important, the problem is that most businesses stop there.

Modern business of any direction requires the introduction of IT technologies. Large companies can afford to hire a team of specialists who support customers and company employees in information technology. At the same time, specialists manage to implement new solutions in their platforms simultaneously. Small and medium businesses need help to afford such a solution.

The advent of the modern MDM has given organizations unprecedented agility when it comes to their remote support. Instead of deploying engineers to fix hardware devices on-site as they did before, they can now troubleshoot and fix them entirely remotely. While this kind of remote support provides exponential value to organizations and their employees and customers, it also presents another major challenge: privacy.