For a dispersed user base, dispatching roaming help staff is often the norm. To keep these mobile support staffers current and to provide access to the corporate help desk ticketing system, it may be time to extend the service desk software to support mobility.

The Triggers

Many organizations have mobile support staff who can connect to the WAN available in each office. However, if the enterprise is in a situation where there is no WAN or VPN connection directly to the help desk system, then a mobile extension of the help desk software should be considered.