Supporting the New Reality of the Remote Workforce
with Clientless Remote Desktop Control

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How to Choose the Right Remote Support Solution

Not surprisingly, the real challenge of making the case for remote desktop control rests not so much in proving it to be the best method for supporting remote workers, but in deciphering which specific product one should choose. What follows is intended to help helpdesk managers and others charged with evaluating remote support solutions to establish a meaningful product comparison.

A remote support solution must fulfill certain basic feature requirements, but the commonality of features between products makes comparison on this granular level somewhat tedious, and even misguided. Decision makers in the initial stages of the search will find it more meaningful to step back and approach product comparison at a higher level.

Therefore, the following sections evaluate the leading remote support solutions through the lenses of cost-effectiveness, ease of use/deployment and security. Categorically, these are the pain-points created by the new reality of the remote workforce. The solutions compared below are clientless remote control solutions; therefore, they do not require end-users to purchase and install software. Typically, this model enables fast incident-resolution, requires no previous rep/end-user contact and leaves no footprint on the remote end-user's system. Features are considered in the comparisons below, of course, but as part of a higher-level view intended to help decision makers establish a paradigm for their selection.

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