Remote Desktop Sharing
In recent years, a new breed of troubleshooting has emerged and rapidly conquered the entire IT segment support. From a common user?s perception, I would always want a person to come and do a rectification or repair for a problem that I have reported. I?ll get annoyed on hearing a recorded message or going through the bunch of manuals, visiting faqs, knowledge base etc., especially when I?m lost in the technical scenarios. But, the next best thing to being there in person, letting someone virtually sit next to me, and see what?s on my screens, and take over if needed.
I see, remote desktop sharing as a Swiss knife tool of administrators. The advantages are
| Quote: |
| – Not only the reported issues but relevant issues to that will also be sorted out in the first glance of solution (since understanding the issue, collecting the info about it and implementing the solution happens at the same time)- Unlike phone or mail, the advantage here is you are in the end user?s environment live; hence there is no need for reproducing the scenario in the test labs.
– Instead of being idle, end users who watch the support solution being done to his computer through remote desktop sharing gets trained up in the specific issue/solution, so if it occurs for the next time, he can solve it on his own. |
Internet-based remote desktop sharing solutions are more popular now. They communicate over standard secure web ports, (in most of the cases the port is opened in Firewall for access). The reasons, why the industry opts for web-based solution are, its secure, permission based, doesn?t take much bandwidth.
As a technical consultant for Desktop Management software, I would recommend desktop administrators to have an integrated tool which has Configuration Management, Trouble shooting tools, Reports, Patch management, asset management, backup and remote desktop sharing. As an initiative towards this, Desktop Central will be bundling its remote desktop sharing module in couple of weeks. It?ll be released along with the Service Pack 1 of Desktop Central 4. See you soon, with the tool?.
~romanus~
