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Some of thse points are valid but the remote control option certainly wouldnt have worked in the scenario mentioned. However much it is useful for It Depts to be proactive we also live in an 'I demand instant fixes now' world and pandering to that doesnt always solve It problems, it just creates more. Having good policies in place to advice users of their rights is as important as putting all the emphasis on the IT Dept. to fix insurmountable issues