[Solved] Desktop Support Problems – Part Three

By Jeff Johnson
3 minutes June 28, 2023
ControlUp Edge DX

In part one of this three-part series, we discussed solving desktop support issues faster. In part two, we discussed reducing the number of support tickets. In part three, we will talk about saving money by consolidating tools.

Part One: Close physical desktop support tickets faster.

Part Two: Have fewer physical desktop support tickets.

Part Three: Save money by consolidating physical desktop support tools.

New IT solutions take time to implement and deploy, and many of our customers invest time, money, and training on numerous troubleshooting tools to solve issues requiring multiple teams’ using different tools. ControlUp consolidates troubleshooting and remediation tools into one web console and has a single console for virtual and physical desktops and web services. This greatly simplifies the siloed nature of complex troubleshooting.

Tool consolidation

Every IT support team has specialized tools for supporting users, but ControlUp is an excellent solution for tool consolidation with RBAC security.

Here are a few categories of tools that ControlUp consolidates:

  • Virtual and physical device troubleshooting tools
  • Network troubleshooting tools
  • Application troubleshooting tools
  • SaaS and Webapp monitoring tools
  • Software use and utilization
  • Remote control/shadow/shell

Recently, one of our customers took an inventory of their current toolset, categorized, and prioritized each feature to identify overlaps in capabilities. As you can see in the table below, the customer successfully consolidated a few of them with ControlUp, which significantly reduced the cost of having multiple, unused tools.

Figure 1: Example of overlapping capabilities in an organization where ControlUp can provide consolidation.

A Single troubleshooting and remediation console

Many IT support groups have specialized applications not shared with other groups due to licensing, training, or security control. ControlUp is a leader in physical and virtual desktop, SaaS, and Web application troubleshooting and remediation. With role-based access control (RBAC), you can now share the ControlUp web-based UI across support teams and restrict access and control by job role.

ControlUp provides troubleshooting and remediation from a single console with the following:

  • Single Sign-On authentication
  • Role-based access control (RBAC)
  • Multi-department use
  • Real-Time DX for virtual desktops and applications
  • Edge DX for physical desktops
  • Scoutbees for SaaS and Web applications

Figure 2: Screenshot of ControlUp as a single tool for troubleshooting and remediation

Time to deployment in minutes

The best software that takes months to deploy because of dependencies and customization can quickly become a failed project. One advantage of a cloud-based solution is that cloud tenants are ready and waiting for customers to be enabled. They are pre-built and are continuously being updated and improved. ControlUp’s cloud-based service and lightweight client agents can be fully deployed in minutes, bringing unprecedented time-to-value.

Cloud-based web services give you the following:

  • Cloud-scale
  • Lightweight agent
  • No infrastructure
  • No device firewall configuration

Figure 3: Screenshot of Cloud-based services in ControlUp

Great tools that are hard to deploy or so complicated are the most expensive tools you could ever own. At ControlUp, we set out to create the best troubleshooting and remediation tools to be used for desktops, applications, networks, and SaaS applications. ControlUp is designed to be used in production in minutes with an easy to deploy SaaS tenant and lightweight agents.

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About the author

Jeff Johnson

Jeff is a product marketing manager for ControlUp. He is responsible for evangelizing the Digital Employee Experience on physical endpoints such as Windows, macOS, and Linux. Jeff has spent his career specializing in enterprise strategies for client computing, application delivery, virtualization, and systems management. Jeff was one of the key architects of the Consumerization of IT Strategy for Microsoft, which has redefined how enterprises allow unmanaged devices to access corporate intellectual property.