Peer to Peer Magazine

35 WWW.ILTANET.ORG Is Remote, Managed Support for Your Helpdesk the Right Answer? CASE STUDIES Forensic Toolkit ® | AD Lab | AD Enterprise | AD Triage nFIELD™ | MPE+ ® | AD eDiscovery ® | Summation ® ©2016 AccessData Group, Inc. All Rights Reserved. AccessData, Forensic Toolkit, MPE+, AD eDiscovery and Summation are registered trademarks and nFIELD is a trademark owned by AccessData in the United States and other jurisdictions and may not be used without prior written permission. All other marks and brands may be claimed as property of their respective owners. 042016 UNCOVER THE STORY LURKING IN YOUR DIGITAL DATA Whether it's an investigation, legal or regulatory matter, uncovering key evidence buried in digital data is crucial to piecing the story together. Only AccessData ® offers integrated tools for incident response, digital forensics and e-discovery, pow- ered by a single, forensically secure database to help you collect and analyze data more efficiently— so you can spend less time managing the process and get back to super sleuthing. bit.ly/uncoverthestory people we knew and who knew us and our users. Most important, we wanted them to be knowledgeable about the key applications on which users would need support. We found a company willing to let their support technicians come in and train with us, and then at least once a year come onsite to support our users. We wanted users to know with whom they were talking and leing touch their work product. This minimizes disconnects and second-guessing. Human Considerations As straightforward as this process sounds, the difficulty is people; just like with internal employees, people working for partners leave or are moved to other clients, and we are le training new technicians. In this situation, we do not have time to bring in technicians to make users comfortable before they hit the ground running. Having experienced this arrangement for over five years, I am not sure you can replace the support you get from internal people who can go to users, calm them and explain a problem face to face. There is a cost to managing and training, internal staff, but it is priceless having a few gems in your office who can learn new areas of support and back up others who are out of the office. We in technology want the easy way out: less resource management, everything cloud-based and all work virtualized. Great ideas in theory, but when it comes to providing users with great support, is a remote, managed service the right answer? It's up to you to decide. P2P PROS: Usually higher level of first-line support and no human resources to manage CONS: Price and loss of human connection

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