Technical users are less likely to need hand-holding support but are going to demand the most from the remote access system in terms of flexibility and access. The non-technical user will need the most support, in terms of setup and ongoing stability. Joe Cheese, on the other hand, does not mean that the support is of little importance. The only way to tell is to look at the business deliverables created with the applications used. The applications destined for remote access will provide clues about the importance of remote acces s to the organization as well as about which is the right technology to deploy.
Importance is determined by looking at the deliverables produced with an application.
The first thing to do is to list all the applications that are likely to be run over remote access. Some examples might be e-mail, file transfer, Web browser, database access, or terminal access to a timesharing or mainframe system. Reasons for the access might include desktop file access, sales placement, keeping in touch while on the road, or support of a production data processing system. Determining how important an application is requires asking what kind of bottom-line impact it has, and what new paradigms it will create. Applications such as access to desktops from home, file transfer, sales placement and invoice tracking have fairly obvious value.