Item: Remote Desktop Manager
Rating: 8
Author: Emeka Obinnwa

Use Cases and Deployment Scope

Remote Desktop Manager is an application that enables the computer users to log unto another computer (usually company machine), in a remote location, to perform a task.

When such a task involves assisting or troubleshooting to resolve an incident, it is called Remote Assistant. Whatever the case may be, the concept is built on connecting to from a base computer to another computer in a remote location to perform a task.

Pros and Cons

Customer service delivery, whereby you can connect to clients to assist and resolve an incident.
Working from home logging onto office based machine.
It helps to attend to a problem more quickly, thereby saving the cost of relocation and commuting to distant places.
Speed and cost elements are critical here.

A case in point is where there are connectivity issues like congestion, poor network, or absence of it.
Access control or security concerns that may prevent the service giver from accessing and assisting the client.
Where the expected feedback may not be adequately communicated to the service giver due to the client's limited knowledge, this would be different if the assisting Technician/Engineer is physically present.

Return on Investment

Often quicker service delivery
Place convenience
Alternative service delivery
Service offered on-the-go.

Alternatives Considered

Alternatives to Remote Desktop Manager are one on one physical contact, i.e., onsite service delivery.

Support Rating

Business does not have to be physical all the time, more so in the face of the 'digital revolution.'

Key Insights

Do you think Remote Desktop Manager delivers good value for the price?

Yes

Are you happy with Remote Desktop Manager's feature set?

Yes

Did Remote Desktop Manager live up to sales and marketing promises?

Yes

Did implementation of Remote Desktop Manager go as expected?

Yes

Would you buy Remote Desktop Manager again?

Yes

Other Software Used

CrossKnowledge Learning Suite, ServiceNow, iMagic Inventory Software

Likelihood to Recommend

Where distance (physical location) is a factor, but there are no connectivity issues, it is well suited, but where there is connectivity issue, and the distance and commuting are no problems, physical contact instead of remote desktop is advised. It is a matter of cost and benefit, quality service, and Service Level Agreement delivery.

The relevance of Remote Desktop Manager in the current digital revolution and collaboration.

Overall Satisfaction with Remote Desktop Manager