Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Jonathan Ayers

Use Cases and Deployment Scope

LogMeIn Rescue is used to support General Electric (our customer) both on-site and with remote users. It is used by technicians across the enterprise to connect to and troubleshoot user computers. This tool addresses a primary business problem: having an employee who cannot use their computer, thereby not being able to accomplish assigned tasks associated with their job.

Pros and Cons

It allows connections to users both on site and at remote locations.
It does not require the users to be connected to the domain. It can support users who are connected to any internet connection.
It has interactive features that allow for dynamic control of a user device (shutdown, restart, etc.).

It can be bandwidth intensive (although this can be partially relieved by switching to a black and white color scheme.
It requires users to authorize the connection (some users are unable to understand how to authorize the connection, could be clearer).
The chat function can be hard to use, the dialog box it provides is small.

Return on Investment

It allows greater end-user productivity as issues can be addressed while users are away from the work site.
It provides desktop support technicians greater flexibility in addressing multiple user requests for assistance.
It gives management a snapshot of how technicians are providing service (through monitoring features).

Alternatives Considered

Remote Desktop Services

Compared to the on-board remote desktop tool offered in Windows, LogMeIn Rescue provides more features and the ability to "see what the user sees" through their own login rather than requiring me to log out the user and log in with my own credentials. It also allows me to chat with the user and do on-screen annotations.

Support Rating

Although it does have some room for improvement, overall I believe LogMeIn Rescue is the best tool for remote troubleshooting and support. I have used it through several different roles and different companies and in my opinion, it has consistently provided me with the best set of features I need to provide end-user support.

Key Insights

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Not sure

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Wireshark, Microsoft Access, Microsoft Office 2016

Likelihood to Recommend

LogMeIn Rescue is well suited in enterprises that require 24/7 user functionality. It allows end-user support on-site and at remote locations through any type of internet connection (domain authentication not required). It is less suited for issues related to device hardware/BIOS as these issues are often diagnosed through on-board diagnostic tools.

LogMeIn Rescue - Best remote tool I've ever used

Overall Satisfaction with LogMeIn Rescue