LogMeIn Rescue

With a 100% remote team, someone cannot just stop by their office and show them how to fix an issue. Rescue has made it so that it is almost as good as having someone present to show how to best solve a problem. We no longer have to go through a check list of possible issues - "Is the computer plugged in..." We have tried a number of solutions that sounded good but just ended up costing time and money; if the team member cannot solve the problem we end up sending them a new machine which causes downtime and a great deal of expense for overnighting a new machine and getting the team member up and running on their new machine.

• substantial decrease in cost per employee for computer work stations
• Very infrequently need to overnight and replace CPUs
• Because of Rescue we have been able to upgrade all team members to allow everyone to utilize Rescue

NinjaOne, ThreatLocker and N-able N-sight RMM

Adobe Acrobat, Adobe PhotoShop, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Chrome

Tool for users to remotely use their devices located at offices

• other free or lower cost products are catching up to it which lowers its ROI especially for smaller companies
• setup and manageability requires higher skilled individuals which raises overall support cost

TeamViewer

use - ICT Service desk for me and multiple other use cases within different teams.

- used to remote into devices across the state to provide ICT assistance

- product support, technical support to over 600 sites across the state.

-problems are remote assistance and navigation on different product suites being used by the dept.

• lately had negative impact on the service desk operations since the connection drops on web based remote connection.

We use LogMeIn Rescue mainly for remoting into devices, typically to resolve any IT issues. There are many business problems addressed by this product. The first issue it resolves is it allows for users to interface with personnel and resolve issues remotely. It also keeps a great record of all the activities perform and it creates a secure connection between IT and its users. Furthermore, it is quite easy to use and is very user-friendly.

• Positive Impact: Very easy to use and applicable to many devices.
• Positive Impact: Allowed for immediate IT resolution, which was doubly helpful during COVID-19 remote working.
• Negative Impact: No mic capabilities made Teams a better alternative.

Microsoft Teams

Bluebeam, Microsoft Teams

Remote administration of computers. Install software and troubleshoot problems.

• Reduce travel.
• Reduce overtime cost.

Microsoft Windows, Azure AI (Cortana), Microsoft 365 (formerly Office 365)