For Infrastructure & Operations Professionals

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	August 24, 2004 A Clear Strategy Will Help IT Effectively Support Remote Workers by Brownlee Thomas, Ph.D. with Stan Schatt, Benjamin Gray

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Executive Summary

Large-scale telecommuting programs that require IT to provide remote support to hundreds or thousands of remote workers create big challenges that aren't likely to get easier with the proliferation of new telecom technologies and increasing network security threats. To ensure a successful telecommuting program, enterprises should develop a clear and comprehensive remote support strategy that defines the different levels of IT support that will be provided to different kinds of telecommuting employees. Other best practices include a formal, written telecommuting policy; standardization of supported technologies; a telecommuting lab; remote worker training; and a self-help telecommuting reference manual.

TABLE OF CONTENTS

• Defining IT's Strategy For Remote Support
• Other IT Best Practices For Supporting Remote Workers

RECOMMENDATIONS

• IT Needs A Strategy For Remote Support
• Related Research Documents

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