Three reasons. why IT pros choose GoToAssist over the competition. Real customers share their insights on IT support tools.

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1 Three reasons why IT pros choose GoToAssist over the competition Real customers share their insights on IT support tools

2 2 Technology is inexorably changing, making the information technology manager s job more complicated each year. At least 10 percent of employees now telecommute once a week or more, which means that IT staff must be able to fix bugs and errors from afar. Many companies also have 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 day or night. Consequently, the IT professional must always be on call and ready to spring into action at a moment s notice. The challenges of maintaining a healthy IT environment and supporting customers can be extreme, but the Citrix GoToAssist integrated toolset of Remote Support, Service Desk and Monitoring can help IT teams cope with these hurdles. Here are three reasons why IT professionals say they prefer cloud-based GoToAssist over the competition. GoToAssist consolidates systems and simplifies process Before we switched to GoToAssist with its three integrated modules, we were using three different systems TeamViewer for remote support, ManageEngine for service desk and a managed services provider for monitoring. Coordination and communication were a nightmare. Derek Lightfoot Director, Technology Services Alliance icommunications For about the same cost as our existing monitoring solution, we got GoToAssist with monitoring plus a lot more, enabling us to ultimately replace our existing inventory system, monitoring system and remote control software with a single solution. GoToAssist consolidates many functions into one really useful tool. Jeff Alluri Director of IT Element Data Group Citrix is truly trying to make products that can be easily used and provide a one-stop shop for IT support needs. With the future addition of help desk functionality, technicians will be able to receive work orders and troubleshoot those issues through one portal, which in turn should reduce the time to close and resolve incidents. Rob Brothers Program Director IDC GoToAssist is easier to use, which ensures fast adoption and a higher return on investment (ROI) Compared to our previous remote support tool and ticketing system, GoToAssist Remote Support is easier to use, offers greater flexibility and records a great deal of valuable information that we weren t able to easily capture before. Mike Deschambault Customer Support Manager Interalia

3 3 We ve used GoToAssist Remote Support for years and are very happy with it. We did try LogMeIn at one point, but soon returned to GoToAssist, primarily because of its simple and clean interface for unattended support. Rhese Hoylman IV Owner and Founder GTIN Managed IT Services Our previous service desk tool, ManageEngine, was difficult to use so our support reps weren t tracking their time on a regular basis. As a result, we weren t capturing all our billable hours. 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 evaluated about a dozen service desk products, including Zendesk. GoToAssist Service Desk had way more built-in functionality than any other solution out there. In particular, unlike the other products, it provides time reporting. This allows us to do billing and track hours right from Service Desk. We originally used VNC for remote support but it lacked full functionality, including unattended support and file transfer. GoToAssist Remote Support allows us to provide managed services to clients without interfering with their operations. We switched from Nagios to GoToAssist Monitoring. So far, we have put crawlers at each client that has contracted for monitoring services, and we plan to create custom checks and alerts. GoToAssist enables us to remotely monitor everything servers, workstations, phones, operating systems, software. Citrix remains the market share leader by focusing on simpleto-use solutions and introducing innovative services that deliver on customer needs. IDC The market leader in remote support GoToAssist 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.

4 4 GoToAssist 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 effective and saves on costs. GoToAssist can be customized to fit any IT team s unique needs choose one module, two or all three. The three GoToAssist modules are cloud-based and can be accessed from anywhere, giving IT professionals the ability to work on the go and on the device of their choosing. In addition, GoToAssist Remote Support offers free mobile apps. IT technicians can now support staff and customers from their ipad or Android device. Technology tools delivered via the cloud will also help reduce large hardware and ongoing maintenance costs, says Elizabeth Cholawsky, vice president and general manager of IT support at Citrix. No matter what channel, the support rep should be operating via one easy-to-use interface with the necessary tools and information readily at hand. Effective cloud-based, multi-channel, integrated solutions will streamline work, elevate support and drive customer satisfaction. The GoToAssist integrated IT solution removes support complexities, drives efficiencies and reduces costs. Use Remote Support to deliver technical assistance to PC, Mac and mobile device users and unattended machines. Use Service Desk to log and track incidents, provide end-user self-service and manage configurations. Use Monitoring to proactively manage and inventory IT networks, servers and 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 accelerate issue resolution.

5 5 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 implemented the solution at Resources for achieving business agility For more white papers, case studies and on-demand webinars, visit news.citrixonline.com/resources. For best practices, tips and industry research related to customer and technical support, please visit the GoToAssist Blog at blog.. North America Citrix Online, LLC 7414 Hollister Avenue Goleta, CA U.S.A. T info@citrixonline.com Europe, Middle East & Africa Citrix Online, UK Ltd Chalfont Park House Chalfont Park, Gerrards Cross Bucks SL9 0DZ United Kingdom T +44 (0) europe@citrixonline.com Asia Pacific Citrix Online, AUS Pty Ltd Level 3, 1 Julius Avenue Riverside Corporate Park North Ryde NSW 2113 Australia T asiapac@citrixonline.com About Citrix Citrix (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 data sharing, Citrix helps organizations achieve the speed and agility necessary to succeed in a mobile and dynamic world. Citrix products are in use at more than 260,000 organizations and by over 100 million users globally. Learn more at Citrix Online, LLC. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, Podio and ShareFile are trademarks of Citrix or a subsidiary thereof, and are or may be registered in the U.S. Patent and Trademark Office and other countries. All other trademarks are the property of their respective owners /9750/PDF

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