Report: 2024 State of Remote Support Summary Findings

The first annual State of Remote Support survey examines best practices and emerging themes in the management of the remote support operations. The intent of this report is to summarize the findings and highlight:

• Identify the emerging trends and leading challenges in the remote support landscape.
• Uncover best practices in various areas of remote support, including proactive detection, issue troubleshooting, customer experience management
• Understand the leading key performance indicators (KPIs) and metrics service leaders utilize to measure remote support operations.
• Understand the current attainment of leading KPIs and metrics by service organizations Identify characteristics or organizations performing at low, average and high levels across major KPIs and metrics.
• Identify major focus areas and strategic investments prioritized by remote support leaders.