Close
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Latest News
    • Small Business

    SolarWinds, DameWare Technology Power IT Support Platform

    By
    Nathan Eddy
    -
    December 10, 2014
    Share
    Facebook
    Twitter
    Linkedin
      solarwinds and it support

      IT performance management software specialist SolarWinds introduced integration between the company’s Web Help Desk and DameWare Remote Support in an effort to provide more direct IT incident support and reduce overall end-user performance disruption.

      The integration allows IT professionals to remotely access and control end users’ Windows, Linux and Mac OS devices and address their IT problems, while recording ticket details, including chat transcripts, asset status and other data to reduce downtime and optimize long-term business performance.

      DameWare Remote Support provides remote access to Windows, Linux and Mac OS X desktops, laptops and servers for remote troubleshooting and management of servers and workstations.

      Administrators can reboot systems; start and stop services and processes; copy or delete files; view and clear event logs; manage multiple AD domains, users and groups; remotely reset passwords; and gain access to Windows computers from iOS and Android mobile devices. Pricing starts at $349.

      “The rise in expectations for IT performance really has two key drivers. First, businesses rely on technology more than ever. Second, end-users are becoming more tech-savvy,” Glenn Gray, senior product marketing manager for SolarWinds, told eWEEK. “Trends like BYOD and the consumerization of IT underlie this fact. As this happens, they are growing less patient and less tolerant when it comes to downtime and other IT-related issues.”

      With the integration between the two platforms, users are able to launch remote support sessions directly from tickets and asset reports, providing on-site support delivery for end users working from home or on the go. This functionality allows IT pros to connect with a remote end user’s computer or server directly from an automated support ticket or from an asset management record.

      Another feature is the ability to store critical information from completed support sessions into the ticket log and asset data, including chat transcripts, screenshots and data such as remote access duration.

      In addition, SolarWinds Web Help Desk features asset reporting for monitoring of business-critical metrics, including time-to-resolution and end-user satisfaction, helping IT departments maintain reports on assets, both hardware and software, for records, audit trails or to identify weak spots within an infrastructure.

      Users can also generate reports about assets at the aggregate and single-system levels, filtered by OS or model, location, incidents, warranty expirations and more.

      “While performance issues experienced by small businesses might not result in as great a loss in terms of actual dollar amount, that loss can be just as or more significant from a ratio perspective,” Grey explained. “Add to this the fact that small businesses likely have fewer safeguards and resources in place to deal with performance issues, and it’s clear that such problems can have as great if not greater impact on them than enterprises.”

      Web Help Desk features automated help desk ticketing for streamlined IT service management from request to resolution with rule-based routing and escalation, real-time tracking and service-level agreement (SLA) alerts, simplified IT asset management, tracking and reporting. Pricing starts at $695.

      “As market demand and customer requests for an integrated ITSM [IT service management] solution grew, it just made sense to integrate Web Help Desk and DameWare Remote Support,” Grey said. “The integration enables IT pros to remotely access and control end users’ devices and immediately address their IT problems, all while recording ticket details, including chat transcripts, asset status and other data, to reduce downtime and optimize long-term business performance.”

      Nathan Eddy
      A graduate of Northwestern University's Medill School of Journalism, Nathan was perviously the editor of gaming industry newsletter FierceGameBiz and has written for various consumer and tech publications including Popular Mechanics, Popular Science, CRN, and The Times of London. Currently based in Berlin, he released his first documentary film, The Absent Column, in 2013.

      MOST POPULAR ARTICLES

      Cybersecurity

      Visa’s Michael Jabbara on Cybersecurity and Digital...

      James Maguire - May 17, 2022 0
      I spoke with Michael Jabbara, VP and Global Head of Fraud Services at Visa, about the cybersecurity technology used to ensure the safe transfer...
      Read more
      Big Data and Analytics

      Alteryx’s Suresh Vittal on the Democratization of...

      James Maguire - May 31, 2022 0
      I spoke with Suresh Vittal, Chief Product Officer at Alteryx, about the industry mega-shift toward making data analytics tools accessible to a company’s complete...
      Read more
      Big Data and Analytics

      GoodData CEO Roman Stanek on Business Intelligence...

      James Maguire - May 4, 2022 0
      I spoke with Roman Stanek, CEO of GoodData, about business intelligence, data as a service, and the frustration that many executives have with data...
      Read more
      Applications

      Cisco’s Thimaya Subaiya on Customer Experience in...

      James Maguire - May 10, 2022 0
      I spoke with Thimaya Subaiya, SVP and GM of Global Customer Experience at Cisco, about the factors that create good customer experience – and...
      Read more
      Cloud

      Yotascale CEO Asim Razzaq on Controlling Multicloud...

      James Maguire - May 5, 2022 0
      Asim Razzaq, CEO of Yotascale, provides guidance on understanding—and containing—the complex cost structure of multicloud computing. Among the topics we covered:  As you survey the...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2021 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×