SolarWinds Dameware Remote Support (DRS) vs. ManageEngine Endpoint Central

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.

Incentivized

If an organization seeks an asset management tool with features like asset inventory, software inventory, and hardware inventory, ManageEngine Endpoint Central is a suitable choice. However, if the requirement extends to replacing tools such as a service desk, ManageEngine Endpoint Central may not fulfill this need. While it excels in asset management capabilities, it lacks the functionality to serve as a comprehensive service desk replacement, making it essential to evaluate specific requirements before selection.

Incentivized

• Troubleshooting computers remotely without the need for the user to even be around.
• Install software that needs to be installed manually without having to travel.
• Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

• product support - the technicians at ManageEngine Endpoint Central are very knowledgeable when it comes to the system- I have never had an issue not fixed promptly by them
• The OS deployment tool saves us a significant amount of time and man hours in deploying machines- from manual setups taking 1-2 hours to complete per device, to 6 minutes each, is all the proof you need
• Being able to remotely and silently install packages of software e.g Foxit PDF viewer, means we can instantly give hundreds or even thousands of machines a piece of software that before using EC, would have taken weeks to do, even with multiple technicians

Incentivized

• It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
• DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.

Incentivized

• The tables for the query reports could be catalogued online so we can more easily write out own query reports, without needing to contact support.
• Linux and MacOS application patching needs improvement.
• The API needs some more data we can retrieve, e.g. allow us to query all Custom Groups, which devices are in the groups, and which patching policies apply to those groups
• The patching could use a calendar-style view, showing which devices or groups are due to patch on which days

Incentivized

This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.

Incentivized

ManageEngine is considered an excellent product due to its comprehensive suite of solutions for IT management, with ManageEngine Endpoint Central specifically excelling in endpoint management. The platform stands out for its user-friendly interface, robust features, and versatility in addressing diverse IT needs. It offers organizations a centralized solution for endpoint security, patch management, software deployment, and asset management

Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.

Incentivized

The user interface is clear and well organised. Having spent over 3 years using this, I can find anything I need and this assists me in my role. One feature that I use a lot is deployment policies. This helps me pick a more precise time to install patches. I struggle to do this in Intune.

Incentivized

Yes, always available.

Incentivized

The application always seems responsive to me

Incentivized

I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.

Incentivized

The local distributor of the product is always available, however most support is received within an hour from India. We've had complex requirements and the support team went so far as to customize their mobile application to suit our unique needs. We honestly can't complain about any support we've received and it's always been very quick.

Incentivized

It was excellent

Incentivized

The videos were more than sufficient to learn the product

Incentivized

It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.

Incentivized

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.

Incentivized

ManageEngine Endpoint Central has a lot more features like remote connection and patching and perfomed better for us in testing compared to other software. Endpoint Central does cost a lot of money but if you utilise all the features is it good value for money. It does the job of multiple pieces of software.

Incentivized

You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.

Incentivized

• DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
• Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
• First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.

Incentivized

• Our security posture is easy to see and act upon as you have a single place to look at all machines vulnerabilities. This helps us when it comes to security audits as we are able to demonstrate the value of the application.
• Remote support is inbuilt and easy to use as you can just hop onto any agented machine and control it directly without asking for codes or getting people to visit a specific website.
• We were able to mass install various applications to client machines over the years and the time and cost saved by not having to visit remote machines in different countries has proved invaluable.

Incentivized