# Remote service software

> Mediated Wiki article. Canonical URL: https://mediated.wiki/source/Remote_service_software
> Markdown URL: https://mediated.wiki/source/Remote_service_software.md
> Source: https://en.wikipedia.org/wiki/Remote_service_software
> Source revision: 1319532953
> License: Creative Commons Attribution-ShareAlike 4.0 International (https://creativecommons.org/licenses/by-sa/4.0/)

**Remote service software** is used by equipment manufacturers to remotely monitor, access and repair products in use at customer sites. It is a secure, auditable gateway for service teams to troubleshoot problems, perform proactive maintenance, assist with user operations and monitor performance. This technology is typically implemented in mission-critical environments like hospitals or IT data centers – where equipment downtime is intolerable.

## Benefits

Remote service software helps to:

- Increase [uptime](/source/Uptime), improve performance and extend the life of a device
- Streamline administration of pay-per-use models, with automated usage monitoring
- Control service costs by deploying patches and upgrades remotely, and ensure a first-time fix when an onsite visit is required
- Focus highly trained service teams on preventative maintenance, by diagnosing and repairing issues before they cause system failure
- Increase [customer satisfaction](/source/Customer_satisfaction) and loyalty

Manufacturers are using aftermarket service a competitive differentiator. Remote service software provides a platform for manufacturers to offer and meet stringent [service level agreements](/source/Service_level_agreement) (SLAs) without increasing the size of their service team.

- increase in network

## Characteristics

- **Proactive:** Remote monitoring of devices in use allows service teams to detect potential issues before they escalate, degrade performance or cause a system failure. This early warning system is a key component to issue avoidance and ability to meet more stringent [key performance indicator](/source/Key_performance_indicators) (KPIs) in SLAs. Once an issue is detected, service professionals can also use remote service technology gateways to push patches or resolve issues.
- **Secure:** Secure access is a core consideration of remote service. Solutions should adhere to compliance guidelines and protect the remote connection between the manufacturer and the customer – ensuring that no data has been stolen and no outsiders have been granted access.
- **Auditable:** ([SOX](/source/Sarbanes-Oxley_Act), [HIPAA](/source/Health_Insurance_Portability_and_Accountability_Act) and [PCI](/source/PCI_DSS)) compliance regulations require businesses to keep track of who does what on their network. Auditors require forensic logs to trace the steps of every interaction a remote service technician has with every device.

## Other names

- IDM: [Intelligent device management](/source/Intelligent_device_management)
- SSM: Strategic service management
- RDM: Remote device management

## References

- [Storage That Phones Home, *Byte & Switch*, April, 2007](http://www.networkcomputing.com/data-centers/storage-phones-home/1436422368)

## External links

- [Analytics for SaaS](https://www.fincome.co/)

---
Adapted from the Wikipedia article [Remote service software](https://en.wikipedia.org/wiki/Remote_service_software) by Wikipedia contributors ([contributor history](https://en.wikipedia.org/wiki/Remote_service_software?action=history)). Available under [Creative Commons Attribution-ShareAlike 4.0 International](https://creativecommons.org/licenses/by-sa/4.0/). Changes may have been made.