Enterprise buyer’s guide: Remote IT support software

​In the wake of the Covid-19 pandemic, fewer people than ever work from the office full time. That means demand for remote IT support for desktop, laptop, mobile, and other devices has strongly increased.

While the basics of what remote support tools can do hasn’t changed much in recent years, there are still some key differentiators among products, as well as opportunities for savings in licensing costs, depending on what features your organization really needs — and what you can live without.

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“These tools are very replaceable,” says Tom Cipolla, senior director analyst, end user services at Gartner. “There’s not a lot of stickiness because of the commoditized nature of the tools.”

And, he adds, licensing costs tend to go up sharply over time. Also, most vendors offer free trials or entry-level versions you can use before you commit.

So whether you’re looking for a new, dedicated remote support tool for the first time or shopping around for a better deal, it’s a good idea to assess your current situation and needs.

In this buyer’s guide:

Remote IT support software: What it is, why enterprises need it

Current trends in IT support software

What to look for in remote IT support software

Before you shop: Key questions to ask yourself and stakeholders

Key questions to ask vendors

12 remote IT support tools to consider

Remote IT support software: What it is, why enterprises need it

Remote IT support software, also called PC remote control tools or remote desktop software, lets support professionals access a wide variety of remote devices — from Windows and Mac desktops and laptops to mobile devices, point-of-sale terminals, and kiosks — to review and resolve issues. With the increased reliance on technology for everything from personal computing to point-of-sale transactions, the ability to rapidly resolve problems on remote devices can boost profits as well as worker productivity.

Typically, a tech support professional initiates a session by sending an invitation to the end user device. The user then typically downloads software that enables screen sharing and remote control functions (although some don’t require that a persistent agent be installed). Once the session begins, the support tech can see the user’s screen, chat with them, remotely control the device, install programs, transfer files to and from the machine, log activity, and record the session, which may then be stored with the trouble ticket in the enterprise’s IT service management (ITSM) system by way of an integration or plug-in connector.

Some tools allow support technicians to exercise administrative-level privileges while working on the user’s device and to add one or more additional support analysts to a session. Others include auditing and reporting capabilities, and the ability to integrate with LDAP or Active Directory for authentication. Sessions are typically encrypted using Transport Layer Security (TLS) and 256-bit Advanced Encryption Standard (AES), and some products will integrate with existing enterprise single sign-on (SSO) systems to allow for authentication prior to enabling a session.

Current trends in remote IT support software

While interest in remote IT support tools has increased in recent years due to the surge in remote and hybrid work, it’s an established market that hasn’t seen much in the way of new features recently, says Snow Tempest, research manager for IT service management at IDC.

Nonetheless, sales of the software have experienced double-digit growth over the past four years. “I expect it to reach $1.5 billion in revenue sometime this year,” she says.

One trend has been for some vendors to focus on the needs of specific verticals, such as education, healthcare, or retail. “For example, to focus on education, the vendor might support ChromeOS, because Chromebooks are popular for school use,” Tempest says. Others may support specialty devices such as point-of-sale terminals.

What to look for in remote IT support software

Here are some of the most commonly requested features to consider when shopping for remote IT support software, according to IDC and Gartner:

Basic features

Screen sharing

Remote control

Chat

Remote reboot and automatic reconnection to client device

Access to unattended devices

Screen session recording

Support for PCs, Macs, tablets, mobile devices, and point-of-sale devices running various versions of Windows, macOS, Linux, iOS, Android, etc.

Security

Session encryption with TLS and 256-bit AES

Integration with Active Directory, LDAP, and other enterprise SSO software for authentication purposes

Multifactor authentication (MFA)

Compliance with privacy and security standards such as:

Federal Information Processing Standards (FIPS)

General Data Protection Regulation (GDPR)

California Consumer Privacy Act (CCPA)

Health Insurance Portability and Accountability Act (HIPAA)

Payment Card Industry Data Security Standards (PCI-DSS)

ISO 27001

Advanced features

Ability to operate over the internet (outside of the corporate network) with minimal network reconfiguration

Support for PCs running in Safe Mode

Remote reboot and reconnection to user’s device without user interaction

Remote viewing of all attached monitors on client’s PC

Screen capture for all monitors attached to client’s PC

Real-time access to diagnostic information on the user’s machine, including CPU usage, apps and services running, available storage, etc.

Integration with popular ITSM tools through plug-ins/connectors

Ability to save screen sessions with the associated trouble ticket in popular ITSM tools

Support technician can take action using administrator-level privileges on the client device

Transfer remote control sessions to another support analyst as needed to escalate

Additional support analysts can be added to session and share remote control of a device

Skills-based routing to triage support requests

Reporting, including session activity with audit trail of all actions taken and changes made

Ability to initiate a support session without the user having to install client software

Client software uninstalls automatically at end of session

Before you shop: Key questions to ask yourself and your stakeholders

How many techs need to use the software, how many need to use it concurrently, and how many users will they be supporting?

All three metrics are key to figuring out your licensing costs.

How many support techs, users, and devices do we anticipate needing to support in the future?

“There’s quite a bit of difference in licensing costs, so make sure the product you choose can accommodate your organization as your needs grow,” says Tempest at IDC. “Plan for a licensing model that delivers good value as your needs expand.”

What types of devices do we need to support?

Most products support Macs and Windows PCs, but do you need support for older versions of those OSes? For Chromebooks? For Linux? Point-of-sale terminals? Kiosks?

What are our core feature requirements?

 “Analyze your requirements,” says Cipolla. “Don’t overbuy.”

Most vendors offer tiered pricing. If you need screen sharing and remote control functions for PCs but you don’t need to store recordings or remotely control mobile devices, you may be able to save some money.

What are our security needs?

Know your requirements in terms of authentication and encryption, compliance standards that the remote IT support products must support for your industry, and the policies and configurations you’ll need to set up to ensure that the remote IT support tool is used properly.

Also note: “a tool may have the required security capabilities, but you have to train your people to use it in a secure way,” says Tempest.

Do we already have software that offers remote IT support functions?

If you have an ITSM or endpoint management tool, it may include a few basic features for remote support, says Cipolla. For organizations with modest remote support needs, those basic features may be enough.

In most cases, ITSM vendors don’t include remote support in their core product offering, but some may sell the capability separately, says Tempest. For example, “SolarWinds has ServiceDesk, but you also need to purchase Dameware, their remote desktop control software product,” she says.

“If there’s an offering available from your ITSM vendor, you may get a better package deal than with a standalone offering, and the integration may be more robust,” Tempest says. You might need only to press a button within the support ticket to open up a session, which is then automatically recorded and stored with the ticket.

In the endpoint management space, VMware’s Workspace ONE offers remote control as part of its core suite of tools, as does Zoho’s ManageEngine, IBM’s MaaS360, Ivanti Neurons for EUM, and Microsoft’s Remote Help. While these products allow support techs to share screens and remotely control PCs and some other devices, they typically don’t allow you to establish a remote control session with a mobile device, provide support from a mobile device, or record a session, Cipolla says.

Key questions to ask vendors

What is the cost for the configuration my organization needs, and how will it change over time?

Vendor pricing for remote IT support tools tends to be complex and difficult to calculate in advance, particularly after the first year, says Cipolla. One reason: Vendors typically quote a price based on three criteria: the number of support analysts who will be using the tool (named users), how many of those will be using the tool at the same time (concurrency), and the number of devices you need to support.

Another consideration: Licensing agreements typically offer a low cost in the first year but can be followed by increases of 25% to 50% or more in subsequent years, Cipolla says, so it’s best to lock in a multi-year contract price if you can. The opportunity cost that a better tool may come along in the meantime isn’t worth thinking about, he adds.

“Will there be a tool that comes along that’s cheaper? Maybe. But will there be a tool that’s better? Probably not.”

Bottom line: If you’re buying a new tool, longer-term contracts are better. And if you’ve already got a tool and you’ve seen those costs surge after the first year, it’s time to shop around, because it’s not difficult to swap out one tool with another in this market segment.

How scalable is the platform?

Can the product scale to meet your needs, and how will your licensing agreement change as you add administrator and client counts?

Does the product include integrations/connectors/plug-ins that work with my ITSM and other related software?

Most tools in this space have plug-ins to work with ServiceNow, which doesn’t offer its own remote IT support software, as well as other popular ITSM platforms. You may also want to ask about integrations with your asset management, knowledge management, directory, and endpoint management tools, Cipolla says.

Does the product’s functionality differ for different devices and OSes?

“The vendors don’t necessarily support all platforms,” says Tempest. “And even if they do support a specific OS version, the functionality may not be the same from OS to OS. It’s not just what they support but how they support it, so that’s something to ask about.”

Will the product work with my SSO system for authentication purposes?

“A remote control tool is inherently a security threat,” so it should provide two-factor authentication (2FA), integrate with enterprise authentication platforms, and be able to work with your SSL VPN or other secure access portals, says Cipolla.

Are remote sessions protected with enterprise-grade encryption?

What type of encryption is used on the transmission from end to end — does it meet your requirements, and can the vendor view unencrypted transmissions? “The answer to the latter should be no,” says Cipolla.

What experience do you have in my specific industry segment?

What can the vendor offer that may be targeted to the unique needs of your industry, such as education, healthcare, or retail? You may find some differentiation here, says Tempest.

Additionally, be sure to ask vendors questions about specific features you need, such as:

Can the support tech pass their credentials to a remotely controlled machine so they can take actions that user-level privileges don’t allow on the target machine?

Does the product support remote rebooting of the device with automatic reconnection to the support analyst?

Can the support tech remotely view and take screen captures of multiple monitors on a remote PC? (Likely to be important in businesses such as financial services, where many desktop users have extended screens.)

What sorts of triage, routing, and escalation capabilities does the product offer?

Does the product provide real-time information (such as available storage space and CPU use for running applications and services) on the remote device?

Can a remote control session be initiated without requiring the end user to install a persistent agent?

Does the product go beyond saving session data to include reporting, or can it integrate with ITSM platforms to provide reporting and an audit trail?

12 remote IT support tools to consider

While neither Gartner nor IDC break out the leaders in this space, Cipolla and Tempest mentioned a dozen companies as top of mind. All support remote screen viewing and remote control, but they can vary in terms of other features, platforms supported, security-related options, and integrations offered.

Note that this list is not comprehensive but represents a sampling of the many tools out there.

Acronis Cyber Protect Connect

This tool from cybersecurity vendor Acronis provides remote desktop connections and monitoring for Windows, macOS, and Linux machines. Support analysts can use a Windows, macOS, or mobile client to provide support using Acronis’ proprietary low-latency NEAR remote desktop protocol or via the Microsoft Remote Desktop Protocol (RDP), Apple Screen Sharing, or Virtual Network Computing (VNC) protocols. Security features include session encryption, keychain data protection, and master password protection. (See Acronis’ security practices.)

AnyDesk

AnyDesk Software’s eponymously named product provides secure remote desktop connections for Windows, macOS, Android, iOS, Linux, FreeBSD, Raspberry Pi, and ChromeOS devices. Remote access features include chat, remote reboot, session recording, and file transfer, as well as compatibility with earlier versions of supported OSes (including Windows 7 or newer and macOS High Sierra or newer). AnyDesk security features include private key encryption and 2FA. (See AnyDesk’s security practices.)

BeyondTrust Remote Support

Remote Support’s features include unattended access, annotation, file sharing, and remote mobile device camera sharing for Windows, macOS, Linux, Android, and iOS devices. Technicians can provide support using a client, a browser-based console, or a mobile app. Other features include integration with external directories, such as LDAP, ITSM systems, third-party authentication tools, and password managers. Roles, permissions, and audit and compliance features are supported, as are session logs and the ability to enable video session recordings. Other security features include TLS 1.2 encryption and native 2FA (using a one-time passcode), as well as support for existing 2FA systems. The product has received FedRAMP approval. (See BeyondTrust’s security practices.)

ConnectWise ScreenConnect

ScreenConnect supports Windows, macOS, Linux, Android, and iOS devices, including older versions of the desktop OSes. In addition to screen sharing and remote control, it offers session recording and reporting, file transfers, and access to unattended machines. Security features include role-based security, AES-256 encryption, 2FA, and compatibility with Active Directory and LDAP for user authentication. It also offers integrations with ITSM products from SolarWinds and Zendesk. (See ConnectWise’s security practices.)

EasyVista EV Reach

EasyVista’s EV Reach (formerly Goverlan Reach) offers screen sharing and remote control for on-demand and unattended access to desktops, audio and audio chat, and screen and video capture sessions across multiple monitors. It supports devices connected via virtual desktop infrastructure (VDI), RDP, or Citrix. It also supports digital signage and kiosks; monitors CPU, disk, memory, and network activity levels; and technicians can create one-to-one or many-to-one support sessions. Enterprise-level features include Active Directory integration and management, global systems management via IT process automation, and support for IT compliance assessment and remediation. EV Reach supports 2FA, TLS 1.2, and AES 256-bit encryption for data in flight, and it’s HIPAA compliant. (Contact EasyVista for security practices.)

iDrive RemotePC

Key features of iDrive’s web-based RemotePC include remote control, reboot, file transfer, and printing; a whiteboard; chat; mobile access from iOS and Android devices; session recording; the ability to view multiple monitors the employee may be using; and the ability for multiple support analysts to remote into the same employee’s device. Employees don’t need to install remote client software to receive support. Sessions are protected by 2FA as well as TLS 1.2 and AES 256-bit encryption. Other features include session logging and reporting; compliance with FIPS, GDPR, HIPAA, PCI and other standards; Active Directory support; and the ability to set roles and access permissions for each user. (See iDrive’s security practices.)

LogMeIn Rescue

Rescue supports Windows, macOS, Linux, ChromeOS, Android, and iOS devices. In addition to remote control, it offers remote diagnostic capabilities; session recording, logging, and reporting; file transfers; multi-monitor navigation; and unattended access to employee devices. It offers out-of-the-box integrations and open APIs, including support for ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, and others. Administration features include session history and recording, as well as live reports of technician statistics and activity. Security features include Active Directory synchronization for user authentication, TLS 1.2 and AES 256-bit encryption, and 2FA. Technicians can establish support sessions from a web console and can host up to 15 concurrent sessions. (See LogMeIn’s security practices.)

Netop Remote Access

Netop’s enterprise-class Remote Access offers on-premises and cloud-based versions that support Windows, Linux, macOS, Android, and embedded operating system users. Key features include remote screen view and control, chat, file transfer, and unattended access to remote PCs. It offers 256-bit AES encryption, MFA options including Microsoft Azure/Active Directory, and role-based access controls. It’s also compliant with the PCI-DSS, GDPR, HIPAA, FIPS, and ISO 27001 requirements for authentication and encryption. (See Netop’s security practices.)

RealVNC Connect

RealVNC’s entry doesn’t require supported users to install client software to receive support, and it allows technicians to have unlimited concurrent sessions. Connect features include remote screen viewing, remote control, file transfer and chat. Security features include MFA and SSO, as well as support for TLS 1.2 and 256-bit AES encryption. It’s also compliant with ISO/IEC 27001:2013, GDPR, CCPA, HIPAA, and PCI-DSS, and includes session logging and auditing. (See RealVNC’s security practices.)

SolarWinds Dameware Remote Support

The Dameware remote support tool from service management software vendor SolarWinds is available in cloud and on-premises versions. It supports devices running Windows, Mac, Linux, Android, and iOS and has a mobile app for support analysts. Remote Support integrates with SolarWinds’ Help Desk Software and Service Desk products. In addition to remote screen viewing and remote control, key features include communication by voice or videoconference and the ability to access unattended devices. It’s compatible with Active Directory, supports MFA and smart card authentication, and uses RDP for session security. (See SolarWinds’ security practices.)

Splashtop Remote Support

This product, part of a suite of endpoint management tools available in on-premises and cloud versions, is on the lower end of the enterprise-scale tools, but is still very much relevant, says Cipolla. It supports Windows, macOS, Linux, ChromeOS, VDI, point-of-sale, and kiosk devices. It offers unattended device access as well as multi-monitor support, chat, session recording, file transfer, event logs, and role-based access controls. Security features include TLS and 256-bit AES encryption and 2FA. An enterprise version adds SSO/SAML integration as well as integrations for ServiceNow and Salesforce. (See Splashtop’s security practices.)

TeamViewer Remote

TeamViewer supports remote control, file transfers, unattended access, session recording, and multi-user remote control sessions where a support analyst can bring in another technician to help Windows, macOS, Linux, iOS, and Android users. TeamViewer’s cloud-based enterprise-level plan, TeamViewer Tensor, includes mobile device management features and supports logging and reporting for auditing, SAML 2.0 for single sign-on, and rule- and expiration-based access permissions. Integrations for ServiceNow, Zendesk, Salesforce, Microsoft Teams, and other enterprise applications are also available. (See TeamViewer’s security practices.)

Zoho Assist

Zoho markets its Assist product as “enterprise grade,” and Cipolla categorizes it as a relatively low-price enterprise IT support tool that includes screen sharing, remote control, file transfers and remote rebooting of Windows, macOS, Linux, iOS, Android, and ChromeOS devices. It includes security features such as single sign-on using SAML, MFA, 256-bit AES encryption, and permission-based access. Zoho Assist also offers session recording and session and audit reporting. Integrations are available for ServiceNow, Zendesk, Zoho Desk, Zoho CRM, Jira, and more, and Zoho Assist meets compliance requirements for HIPAA, GDPR, PCI, CCPA, ISO/IEC 27001, and several other industry standards. (See Zoho’s security practices.)

This article was originally published in May 2020 and updated in August 2024. Read More