Dameware Remote Support vs ManageEngine ServiceDesk Plus comparison

Microsoft Intune is a comprehensive cloud-based service that allows you to remotely manage mobile devices and mobile applications without worrying about the security of your organization’s data. Device and app management can be used on company-owned devices as well as personal devices.

In an increasingly mobile workforce, Microsoft Intune keeps your sensitive data safe while on the move. Microsoft Intune makes it possible for your team members to work anywhere using their mobile devices. Microsoft Intune provides both the flexibility and the control needed for securing all your data on the cloud, no matter where the device with the data is located.

Microsoft Intune Device Management Key Features

With Microsoft Intune Device Management you can:

• Ensure devices and apps are compliant with your security requirements.
• Rapidly deploy and authenticate apps on all company devices.
• Remotely access devices to troubleshoot issues or to remove data from them.
• Generate reports for all devices in the system.
• Monitor the way users access and share information to protect company information.
• Set rules and configure settings on personal and organization-owned devices to access data and networks.
• Create user groups and device groups, allowing you to rapidly access many users and devices simultaneously.

Mobile Application Management

Mobile application management in Intune is designed to protect your organization’s data at the application level.

With Microsoft Intune Application Management you can:

• Configure apps to run with specific settings enabled.
• Update existing apps that are already on the device.
• See reports on which apps are used and monitor their usage.
• Selectively wipe organization data from apps.
• Add mobile apps to user groups and devices.

As part of Microsoft's Enterprise Mobility + Security (EMS) suite, Intune integrates with Microsoft Entra ID for access control and with Azure Information Protection for data protection. It also integrates with Microsoft 365 Applications.

Reviews from Real Users

Microsoft Intune stands out among its competitors for a number of reasons. Two major ones are its ability to secure all devices under its management and the flexibility that the solution offers its users.

A computing services manager notes, "Its security is most valuable. It gives us a way to secure devices, not only those that are steady. We do have a few tablets and other devices, and it is a way for us to secure these devices and manage them. We know they're out there and what's their status. We can manage their life cycle and verify that they're updated properly."

The head of IT engineering at a financial services company writes, "The one feature we find most useful is the Mobile Application Manager. There are two types: we have the complete MDM and the Mobile Application Manager (MAM). We don't give our users phones, it is their own personal phone, and we need to allow them to have access to the company details on their phone. We need to create a balance between their own personal data and the company data. We deploy the Mobile Application Manager for them so that we won't be able to interfere with their own personal data."

DameWare products are designed to put more hours into your day. In today's distributed, high-speed work environments, having the power to remotely support your key systems, servers, desktops, and laptops, as well as interactively support users, provides real-time savings and lets you get more things done. Manage it all without leaving your desk with DameWare. DameWare Remote Support is a comprehensive and secure on-premises remote desktop client that allows you to control remote users' computers from your desktop, Android, or iOS device, connect to unattended systems, as well as manage your Windows servers and Active Directory infrastructure. DameWare Mini Remote Control delivers fast, secure, simple remote desktop and laptop control. DameWare MRC includes all the features you need and want and is the best value in remote control software. DameWare Patch Manager is a complete patch management solution that allows you to patch both Microsoft and 3rd party applications from one easy-to-use console. With DameWare Patch Manager you can quickly and easily generate patches, deploy them and report on their success.

ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

ManageEngine ServiceDesk Plus Features and Benefits

MSP has a wide variety of features to help you optimize your help desk management:

• Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.

• Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.

• Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.

• Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.

• Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.
  
  
• Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.

• Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.

• Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.

• Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 

• Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.

• Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

Reviews from Real Users

MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.