Item: TeamViewer
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It is more so used individually or by department, depending on individual needs. You can say that it is being used across the whole organization in the sense that the organization is made up of different departments, in which individuals use TeamViewer. It is not being deployed on a mass scale across the whole organization though, where everyone is required to use it, or recommended to everyone. The business problem it addresses is giving users access to a remote assistance/sharing platform that is stable and really good from a security standpoint.

Pros and Cons

The platform does not use a lot of system resources both when being used and not being used. This is really good to help not interfere with someone trying to be productive when working on their computer.
It is really easy to install from an install standpoint. It doesn't really require much in the way of in-depth configuration to get the platform up and running.
It provides timely updates to the platform, whether these be patches, or regular platform updates. Also, updates are pushed down to the desktop platform in an efficient manner, meaning it really doesn't require much on the user's part to be too involved in running these updates.

It is costly, meaning the license cost is more expensive to some other remote assistance platforms on the market.
Both systems that support the TeamViewer session need to have a fast and reliable internet connection, otherwise performance of TeamViewer will suffer.
Computers are only accessible if they are online and active (according to the TeamViewer computer management portal). There really is no easy way to "wake up" computers in a sleep/hibernation state.

Return on Investment

One positive is that it has been an easy to use platform for individuals. For them to use this, it really hasn't required IT involvement from an install/configuration standpoint.
For the most part it also is a pretty stable/secure platform, which is very important for any business/organization, to help lessen a chance for intrusions from unknown individuals.
Another positive impact is that it there is not a lot of problems that have been seen when the platform is being used. It works well for the most part, and does get updates/patches on a regular basis.

Alternatives Considered

Chrome Remote Desktop, Microsoft Remote Desktop Connection Manager (RDCMan), GoToAssist Remote Support and GoToMyPC

TeamViewer is an easier platform to use than some of the other platforms listed. Where some of those require more configuration on the back end to get up and running, with TeamViewer this isn't the case. It can mostly be installed/set up by most end-users. As long as both computers in the remote assistance connection have TeamViewer, then the remote sessions are pretty seamless. With some of the other remote software options, this isn't always the case, since some can have more dropped connections, etc.

Key Insights

Do you think TeamViewer delivers good value for the price?

Yes

Are you happy with TeamViewer's feature set?

Yes

Did TeamViewer live up to sales and marketing promises?

Yes

Did implementation of TeamViewer go as expected?

Yes

Would you buy TeamViewer again?

Yes

Other Software Used

Chrome Remote Desktop, Microsoft 365 (formerly Office 365), ServiceNow Now Platform, Adobe Acrobat Reader DC, Microsoft Project, OneDrive, Microsoft Teams, Microsoft System Center Service Manager, Zoom, Skype for Business (formerly Lync), Skype, Google Hangouts Meet, Google Hangouts (Classic)

Likelihood to Recommend

It is well suited for organizations that need a good and easy to use platform that doesn't require a whole lot of configuration on the back end to set up. It doesn't require a whole lot of "IT" work to get this software up and running. Users should have a good experience using it too, as it doesn't really require any formal training to use.

It is less appropriate for those organizations that are looking for a low cost remote assistance software solution, as upfront costs, such as licensing, for TeamViewer is on the pricey side.

Premium Support

No, I did not purchase premium support for TeamViewer. First of all, with regards to the testing phase of using TeamViewer, the platform really worked well, and therefore the decision was made not to purchase any kind of premium support option. Instead, support would be per incident. Of the very few instances where I had to reach out to TeamViewer for a support issue, they always have been very responsive and helpful in every case. They will work on an issue until it is complete. In addition, they have listened very well to my specific requests for support and fulfilled the requests to my satisfaction.

Security Perception

For the most part, just using the basic security features of Teamviewer has been a real benefit to "locking things down." One of these is setting Teamviewer to always generate random passwords, so that passwords are not used over and over in subsequent sessions. Another is access control, which is very important. Both of these features are probably the two most important security features of Teamviewer and it's improved perception of security by knowing that we don't have to look to other 3rd party solutions for providing these most important features in remote access/assistance software.

Evaluation

Yes, in evaluating/using many remote assistance/control software packages over the years, TeamViewer really stands out in its capabilities, features, and security options. I would definitely recommend it to others, as it has been a stable platform over the years, is relatively easy to use, both from a user/customer support standpoint, and also gets regular updates/patches pushed down to it on a regular basis from the vendor.

Really easy to use remote assistance platform

Overall Satisfaction with TeamViewer