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Today's modern enterprise seeks both efficiency and productivity-constantly looking for new and effective ways to boost employee workflow. This new enterprise includes branch employees, teleworkers, and on-the-go workforces that communicate using a variety of mobile devices. But hidden somewhere in many corporate helpdesk closets are tools being used for support that may impede the effectiveness of both remote employees and the technicians who use them.

Many businesses employ legacy tools that come bundled within a suite of applications even though these tools often can't effectively support helpdesk workers or mobile employees. In fact, they may in certain circumstances introduce more problems than they solve. The reason for this is legacy tools such as Microsoft Remote Desktop or pcAnywhere were not designed for the helpdesk, which must support the growing number of end users who work beyond the corporate firewall.

This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs.