Latest news with #ITsupport
Forbes
6 days ago
- Business
- Forbes
Innovation, Anywhere: How Remote Tech Is Transforming Global Business
Remote innovation is redefining scale, sustainability and services in today's digital workplaces. For all the noise around AI and digital disruption, another revolution is unfolding – one that may not grab headlines but is quietly building the infrastructure for sustainable, long-term growth. It's the revolution of remote connectivity. Once the domain of IT support, remote technology is becoming the foundation for how modern enterprises operate and scale. This isn't about innovation for innovation's sake. It's a structural shift in how organizations deploy expertise, deliver services and connect with customers in real-time – now freed from the confines of borders, time zones or physical infrastructure. As industries race to keep pace with digitization, rising customer expectations and sustainability mandates, the world's most forward-thinking enterprises are discovering the power of remote. Remote Digital Workplaces Are Everywhere Today What do you picture when you hear the term remote access? If it's images of IT help desks and VPNs, you're not alone. But in today's world its reach is far wider. Technology is embedded everywhere, making every workplace a digital workplace. Retail, healthcare, logistics, manufacturing – they all rely on devices that could be monitored and managed from anywhere. Think of medical diagnostics devices, manufacturing machinery and robotics, barcode scanners in warehouses, or delivery fleet telematics. Troubleshooting, configurations, software updates, even support via augmented reality (AR) can all happen in real-time, remotely. This convergence of remote tech with connected devices unlocks innovation not only in the office but also at the frontline, making any setting a site of transformation. So, what does this transformation look like in reality? Like all innovation, the possibilities are endless and ever-changing – but let's explore five key use cases that are reshaping industries today. Expertise Without Borders Operating remotely enables businesses to leverage specialized knowledge and skills freely, beyond the confines of geography or time zones. Empowered by remote capabilities, a single expert can now control unattended machines, support fleets of connected devices across continents, or deliver real-time training and support to frontline staff – all without leaving their desk. Expertise suddenly becomes a globally shared, centralized resource. This disrupts siloed thinking and fuels collaborative innovation, seamlessly bringing together your best talent and technology from around the world. It's a new type of scalability: one where skills and knowledge are decoupled from location and thus become far more powerful. Sustainable Global Growth Sustainability mandates are forcing leaders to reimagine operations from the inside out. Balancing global expansion with environmental responsibility is one of the biggest challenges facing enterprises today. Thanks to remote access, these no longer need to be warring objectives. Remote service capabilities drastically reduce the need for engineers to travel to conduct site visits, cutting emissions as well as minimizing disruption and accelerating response times. And far from restricting expansion, becoming remote-first can make your global reach limitless. Scale services to new markets and be wherever your customers are without building new physical infrastructure. CNES, the French national space agency, pushed remote innovation to transcend even global limits.1 They connected researchers on Earth with their team in space through device teleoperation that enabled medical images to be transmitted between them. This not only revolutionized the world's understanding of space travel on the human body but was a flagship moment in terms of how we think about the connection between our planet and beyond. Augmented Frontline Workers For industries that are built on frontline and in-the-field workers, innovations can't be gatekept at HQ. Luckily, remote assistance, powered by AR/XR is changing the game. AR/XR-software running on smartphones, tablets or even smart glasses can connect frontline workers with experts for real-time guidance or provide them with step-by-step instructions while undertaking the task at hand, turbocharging productivity. But without the constraints of physical proximity, companies can also evolve and offer competitive new products and services. Take the example of Uniting, a provider of aged care services in Australia.2 Faced with a nursing shortage, they deployed smart glasses equipped with remote assistance software and thermal sensors. This allowed nurses in remote locations to conduct clinical assessments while specialists offered real-time consultations and interventions from afar. The result? Enhanced care quality to rural and vulnerable residents, without the need to relocate or expand teams – as well as a 62% reduction in hospitalizations, as patients could be assessed and treated on the spot. This wasn't just a win for efficiency; it totally revolutionized how care was delivered. Redefined Customer Relationships Remote connectivity isn't just about fixing things faster. It has the power to transform customer support into a strategic differentiator. When live services are embedded into physical products, the line between product and experience blurs. Through real-time monitoring, customers get smarter, more personalized service experiences – regardless of location. Your customer relationships shift from being reactive and transactional to continuous. Support becomes a value-added service, opening up new monetization models and strengthening brand loyalty. United Robotics exemplifies this shift.3 A leading innovator in service robotics, they combined remote diagnostics with AR-powered guidance to offer immersive on-site support and real-time troubleshooting. Their approach blended the best of human knowledge with advanced technology, paving the way for a new standard in customer engagement. Accelerated Innovation Cycles Remote access also accelerates development. With constant data feedback from connected devices and the ability to deliver critical interventions instantly, organizations can test, iterate, and refine at unprecedented speed. This agility shrinks the gap between idea and execution. Teams can release new features, respond to customer needs, and optimize services continuously from afar. Supercharging Innovation in Every Digital Workplace When every device, process and service touchpoint is remotely connected, the potential for innovation is infinite. Organizations no longer have to choose between scale and sustainability, or speed and specialization. With the right approach to remote capabilities across everyone's digital workplace, you can have it all – smarter operations and services, broader reach, and deeper customer relationships. Find out more today at TeamViewer.
Forbes
13-06-2025
- Business
- Forbes
From Savior To Scapegoat: How IT Can Regain Its Business Hero Status
Elise London is the CTO of Lakeside Software, where she oversees the design and delivery of its digital employee experience platform. Picture this: It's 2004. MySpace had just hit a million users. Mark Zuckerberg and his Harvard roommates launched Facebook. The Nintendo DS had just been released with two screens—mindblowing. I was wrapping up college and working part-time at a hospital IT help desk, a job that I loved. Why? Because back then, those of us in IT were seen as saviors. Here's how that story went. When an employee had a problem, an IT person would swoop in, diagnose the issue on the spot and get things up and running again. Whether it was a desktop frozen mid-task or a coffee-soaked keyboard, IT pros were always there with a fix—and a reassuring presence. No one made them feel bad for asking for IT's help. It felt heroic. Fast-forward to today. If anything goes wrong—and I mean anything—it's immediately pinned on IT! Let's look at how this scenario plays out now: • My computer is slow: It's IT. • My application is slow: It's IT. • Google is slow: It's IT. • A security tool is blocking my favorite LLM online: It's IT. • My computer blue-screened: It's IT. • Teams or Zoom freezes: It's IT. • My home Wi-Fi is down: It's IT. • My baseball team lost: It's (still) IT. • I'm out of coffee creamer: You guessed it—IT. Okay, maybe I'm stretching it a bit. But seriously—IT today is under more pressure than ever. IT is expected to deliver seamless, consumer-grade digital experiences and enforce the security and controls needed to combat relentless cyber threats. Add in the complexity of AI, growing ticket volumes, the risk of outages, rising expectations—it's no wonder IT often feels like it can't win. And yet, the stakes have never been higher. More than half of employees say they're more likely to leave a company if the digital tools they rely on don't work well. That makes digital employee experience (DEX) a critical priority—for both productivity and retention—and a powerful way for IT to reclaim its role as a business hero. So, what can enterprise IT leaders do to shift the narrative? How do you create a positive culture around IT? How do you get end users to sing IT's praises again? The answer: proactive IT. IT is one of the few roles where success means nothing goes wrong. It's a bit like software testing or insurance—you only notice when things break. On top of that, IT must always deliver the latest and greatest software, hardware, AI systems and security measures. But by establishing a proactive IT practice—instead of reacting to every issue after the fact—IT teams can step back into the spotlight. Here's how this (revised) story goes: By embracing machine learning models that detect issues before end users even notice, IT ensures endpoints are always available, reliable and usable. I call that "getting the computer out of the way" so employees can focus on their work. Dependable devices unlock peak productivity, enabling people to do their best work. Like the Wizard of Oz behind the curtain, IT quietly powers the exceptional digital experiences that fuel employees, end users and, ultimately, customers. In this new story of IT, the days of simply running a costly support organization are gone. In 2025 and beyond, IT becomes a strategic enabler, shifting the narrative from constant complaints to the kind of praise usually reserved for true business champions. Let's take another look at how this scenario plays out: • Airport kiosks stay functional for passengers, accommodating long lines of passengers during heavy traffic—even after a bug was detected early: It's IT! • Insurance customers are happy because the rep's computer isn't slow today: It's IT! • The firm's top trader closes a massive deal because her laptop works at just the right moment: It's IT! • The company uncovered $1.4 million after unused software licenses were identified: It's IT! Okay, maybe not everyone's shouting "It's IT!" just yet—but imagine instead of suffering hours or days of downtime, you receive one of these messages: • "Hey, your computer was running slowly because of some unused software. I went ahead and cleaned that up—let me know if you still need that software.' • 'Hey, it looks like you're a power user and need upgraded RAM. I went ahead and shipped it to you and will walk you through the install.' That is proactive IT management. And that, my friends, is how IT stops being the scapegoat—and becomes the hero once again. By shifting from reaction to anticipation, IT empowers the enterprise to focus on creativity, innovation and digital transformation. Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?
BBC News
06-06-2025
- Business
- BBC News
States of Guernsey appoints C5 Alliance as new IT provider
The States of Guernsey has appointed a new provider of day-to-day IT government said C5 Alliance would begin its initial two-year contract on 1 August and there would be an option to extend it for a further two termination of the States' contract with IT provider Agilisys is set to take effect by midnight on 31 States said the budget for the provision of the IT helpdesk for staff was about £750,000 per year. This is the first agreement in the government's new multi-vendor model for IT services which the States said would improve accountability and the reliability of services for islanders.Gé Drossaert, States chief digital and information officer, said he was pleased they had been able to appoint an on-island firm and was confident C5 Alliance would deliver a "first-class service".
TechCrunch
02-06-2025
- Business
- TechCrunch
Console raises $6.2M from Thrive to free IT teams from mundane tasks with AI
If you've ever been locked out of your work computer, you know the urgent need to reach IT support. Unfortunately, helpdesk staff are often busy assisting others, which can mean a significant delay before you regain access. Andrei Serban realized the critical importance of IT's manual work when he was a product lead on Rippling's apps and integrations team. Serban, who joined Rippling after it acquired his coding security startup Fuzzbuzz in 2023, saw an opportunity to automate many of the helpdesk's basic tasks with AI, from resetting passwords to granting access to apps like Figma and Miro, and routine troubleshooting. Sereban couldn't wait to get started on his vision. He left Rippling last year to found Console, a startup on a mission to help IT teams reduce mundane, repetitive tasks, thereby freeing up time for helpdesk professionals to work on more strategic and sophisticated projects. While trying to automate helpdesk functions isn't new, Console differentiates itself from existing competitors, including Moveworks, which was acquired by ServiceNow in March for $2.85 billion, by forgoing long, complex installation processes. Thanks to its easy integration with Slack, Console's AI assistant can be made available to everyone in the company in just a few weeks. 'We're able to get there so fast because you don't require you to replace your help desk,' he said. Console sees itself as an AI co-worker that uplevels existing helpdesk professionals. Serban even suggested that as companies digitize more of their operations, the IT function will become increasingly vital. Employees message Console on Slack and the startup's AI agent quickly responds to requests because it knows everything about the user, from their specific laptop model to the applications they have permission to use. Console's AI can resolve over 50% of the tasks on its own, and it will loop in someone from IT for more complex issues, Serban said. Techcrunch event Save now through June 4 for TechCrunch Sessions: AI Save $300 on your ticket to TC Sessions: AI—and get 50% off a second. Hear from leaders at OpenAI, Anthropic, Khosla Ventures, and more during a full day of expert insights, hands-on workshops, and high-impact networking. These low-rate deals disappear when the doors open on June 5. Exhibit at TechCrunch Sessions: AI Secure your spot at TC Sessions: AI and show 1,200+ decision-makers what you've built — without the big spend. Available through May 9 or while tables last. Berkeley, CA | REGISTER NOW The fast install time attracted customers, including Scale AI, Flock Safety, and Calendly. These customer wins have led Console to secure $6.2 million in seed funding from Thrive Capital. Vince Hankes, a partner at Thrive, said that the firm, which has backed many of the leading AI companies, including OpenAI, Cursor, and ElevenLabs, has had a thesis about artificial intelligence's potential to assist with IT tasks since ChatGPT was first released in the fall of 2022. While Hankes acknowledged that Console's fast integration might make it seem easily replaceable, he believes its AI technology will improve so quickly with user adoption that it will become an indispensable, deeply integrated system essential to everyone at the customer's company. Console's goal is to eventually start supporting other functions, including answering employee requests about HR, finance, and legal. 'We want Console to be an employee's first call for help,' Serban said.
Associated Press
19-05-2025
- Business
- Associated Press
Innovative Computing Systems Unveils Comprehensive Managed IT Solution Tailored for U.S. Law Firms
AUSTIN, Texas, May 19, 2025 (GLOBE NEWSWIRE) -- Innovative Computing Systems, a trusted provider of legal technology and managed IT services, announces the launch of Innovative Managed Solution (IMS), a comprehensive IT support offering designed exclusively for law firms. IMS provides a full suite of managed IT services, including robust security protocols, simplified compliance management, and proactive infrastructure support, bundled at a predictable price. The solution aims to relieve the burden of IT management so law firms can focus on their clients and casework. 'Innovative Managed Solution was developed with one goal in mind—to give law firms peace of mind,' said Michael Kemps, CEO of Innovative Computing Systems. 'We understand how challenging it can be to navigate the constantly evolving technology landscape while staying secure and compliant. IMS simplifies that complexity, delivering reliability, security, and cost predictability—all from a single trusted partner.' Offered exclusively to law firms, the Innovative Managed Solution provides: The launch of IMS comes as law firms face increasing pressure to adopt new technologies while maintaining high standards of data protection and regulatory compliance. With over 35 years of experience serving legal professionals, Innovative is uniquely positioned to meet those demands. To further support law firms in navigating the complexities of IT, Innovative will host a 3-part webinar series in June: Discover the Secrets of Eliminating Law Firm IT Headaches. The webinars will cover: Legal professionals can learn more and register for the webinar here, learn more about the company at or book an appointment to discuss whether IMS is a fit for their firm. About Innovative Computing Systems, Inc. Innovative Computing Systems, Inc. has focused on the unique technology needs of law firms since 1989. Today, its expertise is trusted by legal departments, municipalities, and professional services firms. With a best-of-breed approach, Innovative selects premier technology partners and fosters long-term relationships to deliver dependable solutions that enhance productivity and support strategic IT goals. Learn more at or book an appointment to discuss more in detail. Media Contact Vicki LaBrosse Edge Marketing, Inc. [email protected]
