SolarWinds Dameware Remote Support (DRS) vs Microsoft Endpoint Manager (Microsoft Intune + SCCM)

• DameWare has been a very reliable solution for remote support for out team.
• With multiple authentication options, we are able to connect to computers that have been dropped from the domain.
• The secure file transfer in DameWare provides and quick and easy way to pass files to/from employee computers saving us time during support.

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• [Microsoft Endpoint Manager (Microsoft Intune + SCCM)] helps to speed up the deployment of patches/software throughout our environment. I can easily build a package and then deploy across all endpoints.
• The ability to supercede software is also quite handy. This automates the removal of old versions and replacing them with newer versions.
• The Intune Autopilot option is very useful if you want to deploy software to devices straight out of the box. You can configure them to download software when a user opens a new PC and turns it on for the first time.

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• Perhaps popup messages that guide a user to where they need to go when sharing a session with another remote user to allow them full access as well.
• When the toolbar gets minimized it can be difficult to get it restored.

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• The program itself can be challenging to use, especially if there hasn't been any formal training on the use of the product. Either training/reviewing documentation is recommended prior to using SCCM.
• At times, it can be difficult to try and find out why a certain machine that's listed in SCCM says that the endpoint has the SCCM client and shows as Active, but in fact, it's not. It's also difficult at times to try and figure out why the client can't be pushed down to the endpoint.
• Even though the remote assistance features in SCCM are really good, it can be challenging at times when the remote options don't work for a particular endpoint, even though the machine is active, online, etc.

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• 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.

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• Cuts down our software deployment and patch management time compared to our old tools.
• Better reporting capability to determine the success to fail ratio of a deployed software or patch and additional information provided to mitigate the failed deployment.
• Consistent tool usage across our global units with centralized reporting to monitor monthly patch and software deployment results.

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