Item: ScreenConnect
Rating: 9
Author: Andrew Jans

Overall Satisfaction with ScreenConnect

Use Cases and Deployment Scope

We use ScreenConnect to access the computers in our offices on the neighbor islands and at job sites. We are able to remotely help our users with problems. ScreenConnect enables us to look over the shoulder of the user, see what they see, and find solutions for the issues. Without ScreenConnect we would be blind.

Pros and Cons

Pros

Remote viewing of desktops
Unattended access to the desktop
Easy management of client software

Cons

Website could use better usability for administration
Better help for administration

Return on Investment

Increased user satisfaction with IT ability to help solve issues
Decreased time to solve issues

Alternatives Considered

DameWare Remote Support

DameWare Remote Support was not able to work across the internet. It was also not good at working across subnets. It did offer a lot of management features, but they were useless because I could not reach the computers in my neighbor island offices or at project sites. In the end it proved ineffective.

Other Software Used

osTicket, Vista by Viewpoint

Likelihood to Recommend

ScreenConnect has proven to be an invaluable tool in assisting our users. I can remotely control their desktop, log out of their profile and log in as myself to do things that need higher privileges. Being able to transfer files, reboot the computer and have it reconnect to the control session, and viewing all of their monitors are key abilities that differentiate ScreenConnect.

ScreenConnect Feature Ratings

Comments

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ScreenConnect connects me to my users