For MSPs, half the battle when supporting users is connecting to their machine. Most MSPs install agents on client devices to help service desks connect quickly for troubleshooting sessions. However, many tools still struggle with Apple iOS and macOS devices.
When Apple device users call in for support, getting connected to the device can take longer than actually fixing the problem. This is especially true if there is any kind of language barrier, or if the user has a hard time understanding the tasks required to get the technician access.
TeamViewer, Microsoft Intune: Remote Apple Device Support
Eager to eliminate such hurdles, TeamViewer has extended its integration with Microsoft Intune to now include remote iOS and macOS device screen sharing to facilitate improved remote support. TeamViewer already had Intune support for PCs and Android devices. This new expansion will now allow IT administrators to view iOS and macOS device screens remotely in real-time in the Intune console.
Through TeamViewer, Intune IT administrators can initiate remote sessions or end users can open their Intune company portal and request remote assistance, the company says. With the agent pre-installed locally on managed devices, no action is required by the end user. They would simply tell the technician their name and company, and the connection can happen instantly.
As Apple devices proliferate SMB workforces and enterprise departments, it's now a necessity for MSPs to support iOS and macOS. Over the last year, we have seen RMM (remote monitoring and management) software companies release Apple device support. Atera, Addigy and Fleetsmith each have made moves in the market. Each of those companies faces entrenched competition from such RMM platforms as ConnectWise Automate, Continuum, Datto RMM (formerly Autotask Endpoint Management), Kaseya VSA and SolarWinds MSP.
Microsoft Intune for Schools?
Meanwhile, Microsoft has been pushing Intune for Education to help schools manage, maintain and secure low-cost Windows machines. The TeamViewer integration could be a nice way to help Microsoft and Apple gang up against Google Chromebooks in the education market.
Microsoft must also promote its SaaS offerings against Google Apps in the education market. The Google Apps-Chromebook combination is a powerful offering for schools. Those educators could use Windows to access Google Apps, but I suspect the Google Apps-Chromebook bond will be tough to break.