Rescue is a remote
support solution for PCs, Macs, and mobile devices. Rescue is designed to help IT teams to
offer fast technical support and ensure a secure remote
support session for both the IT professional and the end user. From small
teams of IT helpdesk technicians to enterprise-level organizations, Rescue aims to offer the…
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VMware Fusion
Score 8.4 out of 10
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Vmware Fusion is a virtual user session software built to run Windows applications on Macintosh to run any Windows applications.
Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.
Due to its perpetual licensing model, VMware Fusion is a great option for users whose needs do not change as much over time. It is also great for occasional-use scenarios such as testing and preparing code to run on newer platforms. Fusion is not really recommended for running graphics-intense applications as graphics acceleration in Fusion is fairly limited in both performance and API support. It has, however, come a very long way and offers near-native performance for many tasks.
The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.
We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient
For Apple workstations VMware Fusion is the virtualization software to use. No other application (free or paid) can do what Fusion can. The features and constant updates make Fusion an application that cant be beat.
LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down. We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.
Sometimes the best surprise is no surprise and Fusion is just that. It's reliable and generally just works as expected every time (the only exception was running a boot camp install directly but that use-case scenario opens a can of worms due to how product activation works) The interface and settings are clean and simple and there is no hide and seek games to play.
I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console
I have never contacted VMware, but there is a lot of support online on message boards, forums, StackOverflow, YouTube tutorial videos, and the like. VMware has been around nine years longer than its leading competitor, VirtualBox, although both seem to have a good presence of online user communities who can help solve issues that come up.
UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system. TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system. Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools
I've heard of other/competitive software but frankly once I tried VMware, I never looked back. There is absolutely nothing that I need that this product does not deliver. It's fast, effective and seems to be extremely durable and reliable. My only concern (and minor) might have to do with memory resources, but frankly it has not been an issue yet.
Users using a VM often don't need something as "fancy" as VMware Fusion, and instead can use a free option like Virtual Box, so we waste money on using an extra amount of VMware Fusion licenses.
Developers using and IT admins using VMware Fusion for testing saves us time and money. Simply, we know mistakes would take time and money to fix, but VMware is powerful, allows for proper and fast testing.
