RDM+ allows users to control desktop computers from mobile devices. The software comes in several versions covering many mobile devices, including the iPhone/iPod touch, BlackBerry (which WWD reviewed in 2008), Windows Mobile, Palm and Java-enabled phones. There is also a web version.

In order to control a computer, one must have the desktop software (free, available for Windows or Mac) running. Setup is easy, and doesn’t require any special rules to deal with firewalls or dynamic IP addresses. During the setup process, one registers the desktop, and it is assigned a computer number, which is then used to access the machine remotely, together with a username and password combination you create.

RDM+ works well. With the software that the company provided to me, I found the interface easy to use. It takes good advantage of the iPhone’s landscape mode and zoom capabilities. There was only minimal delay in response time on an iPod touch connected via Wi-Fi, although I’m sure that data speeds will affect performance, depending on which network you are using. The software has an impressive list of other features, but doesn’t have file transfer capabilities.

There is a free trial, but don’t wait too long, as the sale on the iPhone version probably ends today; it’s unclear from the RDM+ web site when the normal price will return. The other mobile versions are also on sale, reduced by $5 – $10, depending on the version. Web access is also reduced — the basic price is down $5 to $24.95, or you can choose to buy a subscription for $5.95 per month. Costs for remote control software on mobile phones are definitely coming down — a similar product, LogMeIn Ignition (which Samuel wrote about back in September) was recently also on sale, with its normal $30 price reduced to $20.

Do you use RDM+ or other remote desktop software on your mobile phone?

So I was impressed when I got my first look at LogMeIn Central — a web-based dashboard management tool for LogMeIn’s remote control services (which Sam previewed in beta.) It is a snazzy upgrade to my old account pages with lots of configurable widgets and display options. As I started to really dig in to it, though, I realized there was a whole lot more to it than just some cosmetic changes.

LogMeIn Central provides me with a customizable view of all of the machines that are associated with my account (currently approaching 50) and easy access to many setup and configuration options. Central is an interesting product, in that it really only exists to complement and enhance the LogMeIn tools I am already using. The distinction in functionality between Free and Pro2 accounts still exists, Central just works with these services (along with VPN product Hamachi) to make them much more functional.

In my trial I saw some great enhancements in the areas of user management, detailed reporting, audit logging and inventory tracking. All are great features, but there are a few things that I’ve found to be just amazingly useful.

For machines subscribed with Pro2 accounts the alerting feature is a life saver. I can set up notifications to let me know when machines are running low on disk space, if there are changes to the hardware / software or even just oddities in CPU or memory usage. Being able to be proactive and know when issues are brewing before my customers do is fantastic.

New and easier deployment options let me send a link directly to a client or family member; a simple install adds the machine to my account for me. A drawback I always found with using the the service in the past was that I had to either physically be at the machine to do the initial setup, or use another remote tool to gain access so that I could then do the installation.

Another bit of functionality I’ve just recently begun to explore, but am really seeing great potential with, is the Hamachi VPN service. The Central interface makes it dead easy to set up and manage VPNs, including handling access requests, traffic monitoring and other auditing capabilities.

I think the key to understanding the overall usefulness of the Central product is that it makes the communication between you and the machines on your account a two-way discussion. While the Free and Pro services have always done a good job of providing remote access services, the addition of the Central layer allows these computers to provide and aggregate useful information back to you. The reporting and alert options really are intensive and useful.

The remote support / desktop sharing space is crowded. I still love the functionality built in to NTR Support Pro for providing emergency support to new customers, and I’ve been looking at the line of Bomgar products as well. I’m fairly well entrenched with the LogMeIn platform though, particularly with clients who are on ongoing maintenance programs. I’m finding these new features and the ability to group and manage all of these managed machines in one place to be tremendously useful.

If you’ve got just a couple of computers connected to your account, the value might be hard to justify at $299 per year, but if you are using the LogMeIn platform for ongoing support the additional functionality that the LogMeIn Central product adds to your existing investment may very well make sense.

Are you a LogMeIn user? How can Central help you manage your remote connections?

The folks over at NTRglobal have just released what seems to be the perfect solution. NTRsupport Pro is designed for individuals just like me who need to be able to offer remote services like training and tech support from anywhere, without headaches.

Unlike the full NTRsupport Ultimate product I reviewed earlier this year, Support Pro is slimmed down and optimized for the solo support professional. I was impressed with the Ultimate product then, but ultimately it proved to be too much for a small shop. This product cuts out the stuff I don’t need and focuses on usability and portability. The features that are excluded are the ones that cater to the larger teams, or enterprise installations. For the independent IT Pro or trainer, all the good stuff I liked in the actual support session is still present.

Support sessions can be created on the fly or scheduled in advance. Connection details can be sent to the end user via email or they can be given an access code to enter in to a support web site. I’ve done a couple of sessions and have had no issues with end user trouble or confusion — it’s a straightforward process, which requires no registration or installation.

No installation is required for me, either. The connection program is a small executable that I can keep on a thumb drive and run from any PC. It gives me access to the full range of support tools and any “Stay Connected” computers I’ve added to my account.

Like most remote desktop tools, a top menu bar gives me access to what I need. Adjustments to color and display size can improve latency and viewability, and built-in chat and file transfer features make communicating with the remote user easy. It also offers clipboard synchronization and remote printing options.

I particularly love that I can reboot and reconnect automatically in either regular or safe mode. I can also request a report from a remote machine which will provide me detailed information on hardware, software, networking, running processes and security; very handy for diagnostic purposes.

For regular clients or those who purchase ongoing support plans, it is possible to “Stay Connected” to those machines. This does require an installation but it allows me to add those frequently-accessed machines to my dashboard, so I can get access to them without remote user intervention. A single click and it connects and logs in automatically.

For users who need support frequently, a direct link can be sent to them for their desktop giving them one-click access to request a support session.

NTRsupport Pro doesn’t come with the marketplace and other services offered by CrossLoop, which I still use and recommend, but the ease of use and lack of registration and installation requirements makes it a great addition to your toolbox.

The Support Program seems to be Windows-only for now but the client supports Windows, Mac and Linux machines. Pricing is quite affordable for this type of solution with a one year pre-paid contract available for $588, or $49/month. A free 7-day trial is also available.

There are many similar services available but the combination of features and functionality provided, at this price point, makes NTRsupport Pro a strong contender and something well worth investigating.

What tools do you use for remote support?

CoRD is a free download for OS X 10.5 or later. Check out the post over at the TheAppleBlog for more detail.

Do you prefer CoRD or Microsoft Remote Desktop Connection Client?

The Spaces function is one of the nicer features that I discovered in OS X when I started using a Mac as my main machine a couple of years ago. Spaces allows me to open programs in multiple virtual desktops, then move between them using mouse movements or hotkeys.

Space 1 (the default workspace) is where I do most of my work. My browsers (Firefox and Safari) live here, along with Dreamweaver, Photoshop, iCal, Address Book, and Mail (which I still use, despite my earlier comments, as it’s the best way to manage multiple email accounts and move messages between them). Adium lives here, too, taking up a few pixels of space on the left of my wide-screen monitor, as my colleagues and I use instant messaging to communicate frequently between our home offices.

Space 2 is dedicated to a Remote Desktop Connection to my Windows XP computer. There is still some software that’s Windows-only, so I keep an old XP machine around. If preferred, you can set up a virtual Windows machine in this space through Parallels or other virtual-machine software.

Space 3 is where I put the communications that I look at when I have some extra time: RSS news feeds, Twitter and Facebook. For RSS feeds, I use Prism, which turns Google Reader into its own desktop application. For Twitter, I’m currently using Nambu, but am testing a bunch of other software, as Twitter apps seem to be progressing very rapidly. I’m not sure why RSS feeds aren’t more widely used. Dawn has written several great posts on how they can help improve efficiency. Updates from Facebook and LinkedIn can be collected via RSS. Even Twitter updates can be turned into RSS feeds with Gtweet.

Space 4 is used for fun stuff, notably Songbird, so that I can control what I’m listening to while working.

You can control the layout, mouse shortcuts and hotkeys for Spaces from “System Preferences > Expose and Spaces”. You can also make certain programs always start in a particular space. Finally, you can move between these spaces using Control+(arrow keys), a combination that I actually had to look up as I was writing this, as my fingers have it so memorized!

By keeping different kinds of programs in different Spaces, I can focus my time more effectively, but easily switch to other tasks on the fly.

There are similar programs for other systems. Windows and Linux users, which do you prefer? How do you organize your desktop(s)?

There are many tools and services available that can get you connected remotely with users seeking technical support. In New Ways to Make Money Online, Mike and Aliza pointed us to Copilot and Bomgar, while I looked at how to Sell Your Expertise Online With Crossloop.

Another option in this space, which I have been trialing for the past few weeks, is NTRsupport.

NTRsupport is actually much more than just a remote access solution, it comprises a full suite of tools to provide end-to-end support, starting with a customizable FirstHelp web site.

FirstHelp is a self-help starting point for your customers to get support before initiating or requesting a remote session. With it you can create and customize a branded portal with news, support documents, FAQs and more. Your FirstHelp site can be open to the public or kept secure for your existing clients.

While the FirstHelp area is designed to be a first support step, you can also integrate support buttons into your existing web site or email. This makes it really easy for your contacts to connect with you for help via chat. The chat client is feature rich and allows for pre-scripted replies and push of images and URLs to the client.

If it is necessary to move to the next step, you can initiate a full remote session. There are multiple modes and options available ranging from desktop sharing to full control and administration.

The options and tools available to you in remote support mode are impressive. In addition to standard options to control screen size and resolution, you can easily transfer and push files, print remotely, or run a diagnostics report.

The diagnostics report is detailed and impressive. It gives you a full report on hardware and software, service packs, and other configuration details. Each report is stored as a snapshot in history so you can go back to review them at a later date to see changes made.

Also available are options for unattended remote support using what they term Installable Remote Controls (IRCs). These allow you log in remotely without user intervention.

Security and cross-platform compatibility are built right in and it seems to work well even over a dial up connection, although you may want to reduce the colors displayed.

I’ve really only scratched the surface of the features and functionality available as part of the NTRsupport service. It turns out to be one of those serendipitous things where the developers use their own product to support their own services internally and with their customers. This really shows as during a demo presentation and my own testing I got the impression that NTRsupport is thoughtfully developed.

While I have focused mostly on how this would work for an independent worker or small team, NTRsupport is an enterprise-capable system. It offers full queuing and routing capabilities and can even integrate with your existing ACD system so you don’t have to reinvent the wheel.

Pricing is dependent on number of operator licenses and Installable Remote Controls. They will help you put together a package that fits your business needs. I found pricing to be right in line with comparable services, but the addition of their outstanding FirstHelp functionality has me leaning in their direction. I particularly like the ability to brand and integrate the service into an existing infrastructure.

The folks at NTRglobal are offering WebWorkerDaily readers a complimentary demonstration, a 15-day free trial and a special offer of $1288 per license. To take advantage of this go ahead and request a quote, and be sure to include WebWorkerDaily in the comments. Someone will contact you and make the necessary arrangements.

Do you provide remote technical support? What tools do you use?