Gaining Control of the Desktop

IT organizations have invested heavily in increasing core infrastructure availability and performance, yet the same investment has not been made in protecting desktop availability – despite its growing importance to business processes. As a result, the desktop support model that most IT organizations now use is expensive and provides little control. This inability to control the desktop degrades performance and availability, and negates the business value of improvements made in decentralizing the IT infrastructure.

Key goals for this document include:

Describe the factors that complicate desktop support.
Describe the current desktop support model and identify its weaknesses.
Describe the type of functionality that constitutes the next generation of automated desktop support systems.

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