SolarWinds Dameware Remote Support (DRS) vs RDCMan

• 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.

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• One thing it does well is being able to deploy it quickly and easily. It takes very little space to install the actual program and also installs quickly. Once installed, it is relatively to start creating groups and adding servers/machines, without users needing to be trained in how to do this, or consulting the documentation.
• Another thing it does well is having an easy to use layout within the Microsoft Remote Connection Manager (RDCMan) window. There is a tree directory structure, showing groups, and corresponding servers/machines. There are also thumbnails of servers/machines that are displayed. This helps IT, Administrators, to see what is connected and what is not, along with understanding what is on the actual screen of the live server/machine in realtime.

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• 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.

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• Security
• parallel support
• chat log

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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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• One positive impact it's had was that it has made it easier to manage servers since this could be done from a central location and through only one program. This, in effect, has helped to increase efficiency and save the time of those doing server management.
• Another positive impact was that it is a product that could be deployed/installed by almost anyone, and one that fits reasonably quickly. It also doesn't use a whole lot of system resources when running, so this, in turn, helps the IT/Server Administrators still be efficient in the other work they have to do.

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