Optimizing for Change Using Remote Support

This toolkit provides a series of practical “how-to” instructive job aids designed with the IT service management practitioner in mind.

Through the following focus areas, you’ll gain clarity around the shift-left strategy, address the increasing complexity of support at Level 1, and show how remote support can help relieve some of the pressure on front line analysts.

The place of remote support today
The increasing workload
Reducing future contact volume through end user training
The increasing complexity of Level 1 support
The importance of tool integration

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