Technology continues to pursue tools that can improve support to customers through automation.
While many of these tools have been deployed over the last few years, most have provided capabilities that supported infrastructure technologies. As part of a new initiative to enable IT Support Center staff to assist customers without leaving the Support Center, IT is reviewing various vendors to provide a desktop management solution. These tools can also provide the ability to download and install software and software updates over the network. Ideally, the desktop management software will allow remote access to network computers to perform checkups, helping Information Technology support staff to assess problematic situations without requiring customers to spend a lot of time explaining their problem. These software tools can often allow the problem to be noted and corrected before the customer is impacted by it.