Remote hands refers to a data center support service provided by on-site technicians that perform tasks for customers who cannot be physically present. This service is beneficial for businesses that manage their IT infrastructure remotely or lack the resources to send their own personnel to the data center.
What Are the Advantages of Remote Hands?
- Cost efficiency. Remote hands eliminate the need for businesses to maintain their own on-site staff or travel to the data center, saving time and resources.
- Availability. Many data centers offer 24/7 remote hands services ensuring critical issues can be addressed immediately to avoid downtime.
- Expertise and training. Data center technicians are trained in handling diverse equipment and can perform a variety of tasks like rebooting servers, swapping out cables, installing or removing equipment, or conducting inspections.
- Flexibility. These services are ideal for businesses with geographically dispersed operations, as it ensures reliable support regardless of data center location.
What Are the Disadvantages of Remote Hands?
- Limited control. Clients rely on remote hands staff for tasks, which may lead to delays or miscommunication compared to direct execution.
- Costs for ad-hoc requests. While typically cost-effective, some data centers charge high fees for specialized or emergency remote hands services.
- Potential communication errors. Misunderstanding between client and technicians can lead to serious errors or harmful downtime.
- Physical limitations. Specific assignments, such as detailed troubleshooting or highly detailed configurations, may require in-depth knowledge that only the client’s team possesses.
- Standardized approach. Remote hands services often follow strict protocols, which might not align with a client’s unique operational requirements.
How to Simplify Remotes Hands Management with DCIM Software
While remote hands services can be beneficial, leveraging a Data Center Infrastructure Management (DCIM) solution can help enhance their accuracy and efficiency.
DCIM software provides:
- Streamlined work order management. DCIM software simplifies and automates workflows for smart hands services, covering request submission, approval processes, and work order execution.
- Ticketing system integration. Leading DCIM solutions connect with ticketing platforms like ServiceNow, Jira, BMC, and Ivanti/Cherwell, reducing manual data entry.
- Detailed visual work orders. Clear, visual work orders featuring rack elevations and port-level details help ensure tasks are completed accurately and efficiently.
- Comprehensive monitoring and reporting. Track all changes with key details, including who created the ticket, work order details, start date, current status, actions taken, and complete data.
- Voice-guided asset audits. Using a barcode or QR code scanner, a single technician can perform rapid and precise rack audits, improving accuracy over traditional methods.
Further, DCIM software provides digital twin visualization and remote data center management capabilities that enable data center managers to perform more tasks themselves from anywhere. This saves them time and money from creating fewer tickets for remote hands.
In a real-world example, Cisco reports that, “Having a digital twin is nice because I don’t have to create a $400 remote hands ticket to measure things or take pictures for me.”
Want to see how Sunbird’s world-leading DCIM solution makes it easy for you to manage remote hands? Get your free test drive now!