Bank Management can benefit from Access to RMM Tools
Severity Level: Priority 2
Category: IT Operations / Operational Efficiency
Description:
Bank management relies on RDP without screen-sharing capabilities, requiring multiple daily trips up and down stairs to diagnose system issues and walk users through resolutions, reducing efficiency. RESULTS RMM tools enable remote access and screen sharing for IT support, allowing the three IT helpers to assist users without physical travel.
Impact:
- Reduced productivity due to physical travel for IT support.
- Delayed issue resolution impacting user experience.
- Inefficient use of IT staff resources.
FFIEC Reference:
- FFIEC IT Examination Handbook (November 2016):
- "Effective IT support systems enhance operational efficiency." (p. 28)
- "Remote access tools should facilitate secure and efficient support." (p. 30)
Recommendations:
- Deploy RMM Tools: Implement RESULTS RMM for screen sharing and remote access.
- Train IT Staff: Educate the three IT helpers on RMM usage.
- Monitor Performance: Track RMM tool effectiveness and user satisfaction.
- Document Procedures: Create support protocols for RMM usage.