Many businesses employ legacy remote control tools that come bundled within a suite of applications. These tools, such as Microsoft Remote Desktop or pcAnywhere, were not built for the helpdesk and are not designed to support the growing number of end-users who work beyond the corporate firewall.

This paper explores the challenges and hidden costs of supporting a remote workforce with legacy 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 reduce costs.