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Three reasonsThree reasonswhy IT proschooseGoToAssistover thecompetitionReal customers share theirinsights on IT support toolsgotoassist.comSolutions Brief
Three reasonsSolutions BriefTechnology is inexorably changing, making theinformation technology manager’s job morecomplicated each year. At least 10 percent ofemployees now telecommute once a week ormore, which means that IT staff must be able to fixbugs and errors from afar. Many companies alsohave servers and other devices in remote locations,which must be maintained from the home office.To top it off, problems can occur at any time of dayor night. Consequently, the IT professional mustalways be on call and ready to spring into action at amoment’s notice.The challenges of maintaining a healthy IT environment and supporting customerscan be extreme, but the Citrix GoToAssist integrated toolset of Remote Support,Service Desk and Monitoring can help IT teams cope with these hurdles. Here arethree reasons why IT professionals say they prefer cloud-based GoToAssist overthe competition.GoToAssist consolidates systems and simplifies processFor about the same cost as our existing monitoring solution, we got GoToAssistwith monitoring plus a lot more, enabling us to ultimately replace our existing inventorysystem, monitoring system and remote control software with a single solution.GoToAssist consolidates many functions into one really useful tool.Citrix is truly tryingto make productsthat can be easilyused and provide aone-stop shop for ITsupport needs. Withthe future addition ofhelp desk functionality,technicians will beable to receive workorders and troubleshootthose issues throughone portal, which inturn should reducethe time to close andresolve incidents.Jeff AlluriDirector of ITElement Data GroupRob BrothersProgram DirectorIDCBefore we switched to GoToAssist with its three integrated modules, we wereusing three different systems – TeamViewer for remote support, ManageEngine forservice desk and a managed services provider for monitoring. Coordination andcommunication were a nightmare.Derek LightfootDirector, Technology ServicesAlliance iCommunicationsGoToAssist is easier to use, which ensures fast adoption and ahigher return on investment (ROI)Compared to our previous remote support tool and ticketing system, GoToAssistRemote Support is easier to use, offers greater flexibility and records a great deal ofvaluable information that we weren’t able to easily capture before.Mike DeschambaultCustomer Support ManagerInteraliagotoassist.com2
Three reasonsSolutions BriefWe’ve used GoToAssist Remote Support for years and are very happy with it. Wedid try LogMeIn at one point, but soon returned to GoToAssist, primarily because of itssimple and clean interface for unattended support.Rhese Hoylman IVOwner and FounderGTIN Managed IT ServicesOur previous service desk tool, ManageEngine, was difficult to use so our supportreps weren’t tracking their time on a regular basis. As a result, we weren’t capturingall our billable hours. GoToAssist Service Desk is simple and easy; the reps love it andkeep it open all the time so our time tracking is much more accurate.Derek LightfootDirector, Technology ServicesAlliance iCommunicationsGoToAssist includes the must-have features other vendorsdon’t provideWe evaluated about a dozen service desk products, including Zendesk. GoToAssistService Desk had way more built-in functionality than any other solution out there. Inparticular, unlike the other products, it provides time reporting. This allows us to dobilling and track hours right from Service Desk.Trevor BensonPresidentA1 NetworkWe originally used VNC for remote support but it lacked full functionality, includingunattended support and file transfer. GoToAssist Remote Support allows us to providemanaged services to clients without interfering with their operations.Trevor BensonPresidentA1 NetworkWe switched from Nagios to GoToAssist Monitoring. So far, we have put crawlers ateach client that has contracted for monitoring services, and we plan to create customchecks and alerts. GoToAssist enables us to remotely monitor everything – servers,workstations, phones, operating systems, software.Trevor BensonPresidentA1 NetworkThe market leader in remote supportGoToAssist is again the world leader in remote support software services,according to industry analyst IDC in its annual review. GoToAssist grabbed the#1 market share position for a remarkable fifth year in a row, capturing an evergrowing 34.1% share of the remote support market.gotoassist.comCitrix remains themarket share leader by focusing on simpleto-use solutions andintroducing innovativeservices that deliver oncustomer needs.IDC3
Three reasonsGoToAssist Remote Support seamlessly unites with two other essential IT tools– service desk management and IT monitoring – in one easy-to-use interface.Combining critical tools enables IT departments to be more efficient and effectiveand saves on costs. GoToAssist can be customized to fit any IT team’s uniqueneeds — choose one module, two or all three.The three GoToAssist modules are cloud-based and can be accessed fromanywhere, giving IT professionals the ability to work on the go and on the deviceof their choosing. In addition, GoToAssist Remote Support offers free mobileapps. IT technicians can now support staff and customers from their iPad orAndroid device.“Technology tools delivered via the cloud will also help reduce large hardwareand ongoing maintenance costs,” says Elizabeth Cholawsky, vice president andgeneral manager of IT support at Citrix. “No matter what channel, the supportrep should be operating via one easy-to-use interface with the necessary toolsand information readily at hand. Effective cloud-based, multi-channel, integratedsolutions will streamline work, elevate support and drive customer satisfaction.”The GoToAssist integrated IT solution removes support complexities, drivesefficiencies and reduces costs. Use Remote Support to deliver technical assistance to PC, Mac and mobiledevice users and unattended machines. Use Service Desk to log and track incidents, provide end-user self-service andmanage configurations. Use Monitoring to proactively manage and inventory IT networks, serversand services.Key benefits of integrated IT tools Reduce IT firefighting, free up time and lower IT support costs. Gain total visibility into the entire IT support services to accelerateissue resolution.gotoassist.comSolutions Brief4
Three reasonsSolutions Brief No more juggling multiple tools and duplicating data entries. Deliver multiple critical IT support services from one easy interface. Streamline workflow among team members. Remove the complexity and time in implementing ITIL and ITSM best practices.Learn more about why customers choose GoToAssist and how they implementedthe solution at www.gotoassist.com.Resources for achieving business agilityFor more white papers, case studies and on-demand webinars, visitnews.citrixonline.com/resources.For best practices, tips and industry research related to customer and technicalsupport, please visit the GoToAssist Blog at blog.gotoassist.com.North AmericaCitrix Online, LLC7414 Hollister AvenueGoleta, CA 93117U.S.A.T 1 805 690 6400info@citrixonline.comEurope, Middle East & AfricaCitrix Online, UK LtdChalfont Park HouseChalfont Park, Gerrards CrossBucks SL9 0DZUnited KingdomT 44 (0) 800 011 2120europe@citrixonline.comAsia PacificCitrix Online, AUS Pty LtdLevel 3, 1 Julius AvenueRiverside Corporate ParkNorth Ryde NSW 2113AustraliaT 61 2 8870 0870asiapac@citrixonline.comAbout CitrixCitrix (NASDAQ:CTXS) is the cloud company that enables mobile workstyles—empowering people to work and collaborate from anywhere,easily and securely. With market-leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration and datasharing, Citrix helps organizations achieve the speed and agility necessary to succeed in a mobile and dynamic world. Citrix products are in useat more than 260,000 organizations and by over 100 million users globally. Learn more at www.citrix.com.2013 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, Podio and ShareFileare trademarks of Citrix or a subsidiary thereof, and are or may be registered in the U.S. Patent and Trademark Office and other countries. Allother trademarks are the property of their respective owners. 8.26.13/9750/PDFgotoassist.com5
GoToAssist Service Desk is simple and easy; the reps love it and keep it open all the time so our time tracking is much more accurate. Derek Lightfoot Director, Technology Services Alliance iCommunications GoToAssist includes the must-have features other vendors don’t provide We evaluate
