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Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

Technology Review: DAMEWARE REMOTE SUPPORT V11.0.0

This is an independent review of Dameware Remote Support. AT A GLANCE A global leader in the market of service automation software and remote management, SolarWinds mission is to provide purpose-built products designed to make IT professional’s jobs easier. This review takes a look at the core capabilities, the route to market, competitive strengths and weaknesses, product development roadmap and... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates... 

Review: Bomgar for Integrations

This independent review is part of our Integrations 2013 Group Test. Integrations 2013 Group Test Overview and terms Also participating – Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink, ServiceNow Executive Summary Elevator Pitch A niche product that complements ITSM tools with a completely self-contained remote support offering that negates... 

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