Ease of multi-monitor remote system support with DameWare!
July 10, 2015

Ease of multi-monitor remote system support with DameWare!

Robert Long | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Version 11.0.1.1237, 64-bit

Modules Used

  • Mini Remote Control

Overall Satisfaction with DameWare Remote Support

DameWare Remote Support is utilized in a multi-hospital healthcare system for the purposes of providing end user support. Primarily used by the Information Systems department, the software has branched out to cover other specialty areas that require the ability to cover application support at facilities located 50 miles away within seconds of receiving an urgent support request. Physicians in the midst of providing patient care do not need the interruption that comes from a PC tech needing to personally sit down at a workstation to address an issue. They like the fact that remote access allows a subject matter expert to gain access to exactly what they are seeing on multiple monitor workstations and resolve their issues with minimal interruption.
  • Virtual display compatibility for multiple monitor workstation support
  • Upload and download of software patches in a shared folder with easy access
  • The ability to lock the end-user keyboard and mouse to prevent accidental confusion during critical operations
  • Import of workstation information from another management system to ease build and deployment of the software.
  • Occassional loss of control of downstream system due to unforeseen issues (network/bandwidth?) - possible QOS escalation within the application?
  • Huge decrease in budgeted travel time between organizations to provide downstream support.
  • Increased physician satisfaction due to prompt resolution of issues by a trained and competent individual.
  • Employee engagement scores elevated due to having the tools necessary to complete their job requirements (quick accessibility).
DameWare us a more user friendly remotely initiated support tool than others I have worked with. Several members of the team I was working with were pre-disposed to Solarwinds products due to past experience with their offerings. The decision was made easier due to a much lower learning curve and willing staff members. It had much less to do with system capability and more to do with a need to quickly address a broken support process.
How extensive of a deployed workstation footprint are you trying to support? How savvy are your end-users? How comfortable are your support team members with remote access, and what level of training do they require to hit the learning curve at light speed? This has been an excellent support tool for access to mutliple 4-bank monitor workstations used for the interpretation of medical images across a large health system.

SolarWinds Dameware Remote Support (DRS) Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
8
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Multi-platform remote control
10