Or at least it should have done.
How many users struggle with remote connectivity? Either functionality failures (why, after 20 years, are VPNs still so flaky?) or poor response times?
But does IT support understand? Well it’s sitting on a nice high bandwidth, highly available, low latency network.
So no it doesn’t.
It doesn’t understand the daily frustrations of users repeatedly getting timeouts, of going hours or even days without being able to establish a VPN and thereby access email and applications.
Is there a solution?
Well how about the IT support connectivity, by default, becomes remote? Once IT support understands the daily challenges of its users it might stop designing and deploying for local users and start producing something that supports remote users.
And I don’t mean to try this for one day. I mean using this as the primary solution for the IT support department. Yes occasionally an IT support technician will need to upload/download humungous amounts of data which would be impractical over a remote connection. But how often does this happen in reality?
No, for 95% of an IT support technician’s workload, a remote connection is adequate and far more representative of a user’s experience than sitting at a desk on a nice 100Mb or 1Gb LAN.
An added advantage is that offshoring some of the work becomes less problematic because the offshore and onshore teams have similar end user experiences.