Join us live on 16th June at 2pm BST!

SDI insight shows that the vast majority of service desks use a remote support tool. Many respondents specified that 20% or more of ticket resolution made use of remote support, and while many have said that the tool has met their expectation, a significant proportion have said they do not measure performance improvements in relation to the tool.

During this webinar 

SDI’s Senior Research Analyst, Scarlett Bayes, and Ian Pitfield, Senior Solutions Engineer from BeyondTrust will explore this latest research further, along with comparing the actual benefits and challenges faced by service desks who have remote support tools with the perceptions of those who currently do not. We will also identify real-world experiences of service desks with remote support tools and evaluate their relative importance of IT support teams.


Senior Research Analyst, The Service Desk Institute

Scarlett is dedicated to providing insightful and practical research to the service desk industry through investigating trends, analysing data, and engaging with the IT service community. You can find more of Scarlett’s work on the SDI blog and can follow her on Twitter @SDIScarlett.



Senior Solutions Engineer, BeyondTrust

With more than eight years’ experience of international consultancy and training delivery, Ian has worked with Fortune 500 and FTSE 100 organisations, helping them to achieve compliance and regulatory pressures via user friendly security protocols. He has over seven years’ experience with Endpoint Privilege Management solutions and helped hundreds of organisations to enable least privilege across their user base. His specialist sectors include Finance and Consultancy, Defense, Pharmaceutical, Public Sector and Commercial markets.


Register for this webinar here!

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