TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Network Embedded Technologies Gains From DameWare & Web Help Desk Integration

“DameWare is very ease to use, and delivers good value for money.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

  • Uses DameWare remote support software to address the following IT requirements and challenges:
    • Support end-users and systems from a central location
    • Perform Windows administration tasks remotely
    • Provide remote support to systems outside the network firewall
    • Provide remote Active Directory administration

Use Case

  • Uses the following DameWare products:
    • DameWare Remote Support
    • DameWare Mini Remote Control
  • Deployed DameWare in the centralized mode.
  • Has 10 IT technicians using DameWare to support users and systems in 54 branches.
  • Integrated DameWare with Web Help Desk for:
    • Initiating remote control session from the help desk
    • Importing remote session information into help desk tickets
  • Purchased DameWare because of its ease of deployment, configuration, and use.
  • Key features of DameWare that helped meet their IT needs:
    • Built-in remote administration tools and system utilities for Windows server administration
    • Remote Active Directory management

Results

  • Benefits realized as a result of using DameWare:
    • Increased ticket capacity and overall technician productivity
    • Improved end-user satisfaction
    • Achieved time savings
    • Saved money on end-user support




About This Data

This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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