Remote Support in Desktop Virtualization Disaster Recovery Toolkit (Publication Date: 2024/02)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Is local, on site support required or does your organization be located remotely?
  • What are the characteristics of your organization that influence the process?
  • Does the solution support role based access for end users and system administrators?
  • Key Features:

    • Comprehensive set of 1532 prioritized Remote Support requirements.
    • Extensive coverage of 96 Remote Support topic scopes.
    • In-depth analysis of 96 Remote Support step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 96 Remote Support case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Hosted Desktops, Fog Computing, Single Sign On, Private Cloud, User Experience, Flash Storage, Virtual Machine, Virtual GPU, Desktop Automation, Desktop Customization, Vision Barrier, Capacity Planning, Software Licensing, Virtual Events, VMware Horizon, Virtual Desktop Infrastructure, Personal Desktops, Management Tools, Hyperconverged Infrastructure, Network Virtualization, Virtual Workforce, User Authentication, Disaster Recovery, Change Management, Unified Endpoint Management, Physical To Virtual, Network Optimization, Monitoring Tools, Data Loss Prevention, Cloud Computing, Mobile Device Management, User Personalization, Citrix XenDesktop, Desktop Performance, Thin Provisioning, Virtualization Architecture, Application Virtualization, Desktop Virtualization, Virtual Desktop Pool, Employee Productivity Employee Satisfaction, Virtual Project Delivery, Cost Savings, Performance Monitoring, Digital Identity, Desktop As Service, User Profiles, Security Management, Embedded Hypervisor, Virtualization Platforms, Data Storage, Remote Support, Shadow IT, Session Management, Virtualized Applications, VMware VSphere, Desktop Streaming, Resource Allocation, User Policies, Virtual Brain, SaaS Apps, Windows Desktops, VDI Security, Client Hypervisor, Virtual Desktop Lifecycle, Service Desk Implementation, Mobile Virtualization, IT Systems, Desktop Optimization, Virtual Environment, Remote Desktop Services, Virtualization Strategy, Thin Clients, Virtual Customer Service, Load Balancing, Sender Reputation, Desktop Policy Management, Graphics Virtualization, Application Delivery Controllers, Application Delivery, Supplier Relationships, Enterprise Mobility, Flexible Deployment, VDI Monitoring, Virtual Desktop Backup, Remote Access, End User Training, Remote Workstations, Legacy Applications, IoT Integration, Technology Strategies, Server Virtualization, User Support, Virtual Lab, Data Integrations, IT support in the digital workplace, Networking Virtualization

    Remote Support Assessment Disaster Recovery Toolkit – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Remote Support

    Remote support refers to technical assistance provided from a distance, without the need for physical presence at the location of the organization.

    – Remote support allows for troubleshooting and issue resolution without the need for on site presence.
    – Benefits: time-saving, cost-effective, flexibility to provide support from anywhere.

    CONTROL QUESTION: Is local, on site support required or does the organization be located remotely?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    In 10 years, our goal for Remote Support is to have completely eliminated the need for on site support. We envision a world where our organization is fully equipped to provide remote support to clients located anywhere in the world, without the need for physical presence at their location. Our advanced technology and highly skilled team will be able to troubleshoot and resolve any issues or concerns remotely, resulting in faster and more efficient support for our clients. This will not only save time and resources for our organization, but also eliminate the environmental impact of travel and reduce our carbon footprint. Our remote support capabilities will revolutionize the industry and set the standard for customer service excellence, making us a leader in the field of remote support.

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    Remote Support Case Study/Use Case example – How to use:

    Client Situation:

    ABC Corporation is a large manufacturing company that produces various industrial equipment and machinery. They have a global presence with multiple offices and manufacturing facilities located in different parts of the world. Their IT department is responsible for managing and maintaining the technology infrastructure that supports their global operations. However, due to the spread-out nature of their business, their IT department faces challenges when it comes to providing timely and efficient support to all locations.

    The company relies heavily on technology to run its operations, and any downtime or issues with their systems can result in significant disruptions and financial losses. Thus, they have been exploring options for a remote support solution that could help them provide quick and reliable support to their employees, regardless of their location.

    Consulting Methodology:

    In order to determine if local, on-site support is necessary for ABC Corporation or if a remote support solution would suffice, a comprehensive analysis was conducted by our consulting team. The methodology used for this assessment consisted of the following steps:

    1. Needs Assessment – Our team conducted interviews with key stakeholders from the IT department, as well as end-users from different locations, to understand their current support system, pain points, and requirements.

    2. Technical Analysis – A thorough evaluation of the existing technology infrastructure was conducted to identify any potential limitations or compatibility issues that may arise with a remote support solution.

    3. Market Research – Our consultants conducted extensive research to identify the most suitable remote support solutions available in the market, along with their features, pricing, and customer reviews.

    4. Cost-Benefit Analysis – A cost-benefit analysis was carried out to determine the financial implications of implementing a remote support solution versus maintaining a local, on-site support team.


    Based on the analysis and research conducted, our consulting team presented the following deliverables to ABC Corporation:

    1. Remote Support Solution Recommendation – After evaluating various options, our team recommended a cloud-based remote support tool that could be accessed from anywhere, providing real-time support to all locations.

    2. Implementation Plan – Our team developed a step-by-step implementation plan for integrating the recommended remote support solution into ABC Corporation′s existing IT infrastructure.

    3. Training and Documentation – To ensure a smooth transition, our consultants provided training and created comprehensive documentation for the IT team and end-users on how to use the new remote support system effectively.

    Implementation Challenges:

    During the implementation phase, our team identified the following challenges that needed to be addressed:

    1. Network Stability – As the company operates in multiple locations with varying internet connectivity, ensuring network stability was a major concern. The remote support tool required a stable and reliable connection to operate efficiently.

    2. Resistance to Change – Some employees were accustomed to having on-site support, and there was initial resistance to shifting to a remote support system. Thus, effective change management strategies were required to address this challenge.


    To measure the success of the implemented remote support solution, the following Key Performance Indicators (KPIs) were defined:

    1. Decrease in Downtime – The primary goal of implementing a remote support system was to reduce downtime caused by technology issues. Thus, a decrease in downtime incidents would indicate the effectiveness of the solution.

    2. Response Time – Another key KPI was the average response time for IT support requests. With a remote support system, it was expected that response times would improve significantly.

    3. Cost Savings – As the cost-benefit analysis showed, implementing a remote support solution could result in significant cost savings for ABC Corporation. Comparing the actual cost versus the projected cost would be an important KPI to monitor.

    Management Considerations:

    The following management considerations were recommended for ABC Corporation to ensure the success of their remote support solution:

    1. Change Management – As mentioned earlier, there may be some resistance to change, and effective communication and training programs should be put in place to ensure a smooth transition.

    2. Backup Plan for Network Downtime – In case of network downtime, it was recommended that a backup plan be in place to provide on-site support or an alternative remote support solution to minimize disruptions.

    3. Regular Performance Review – To ensure the ongoing effectiveness of the remote support solution, regular performance reviews and KPI monitoring should be conducted.


    Based on the analysis and research conducted by our consulting team, it was determined that a remote support solution would be suitable for ABC Corporation′s operations. The recommended solution addressed their pain points and provided timely and efficient support to all locations. With proper implementation and management, the company could benefit from cost savings and improved IT support for their global operations.

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