LogMeIn started out offering a web-based remote control service for PCs, but the company is now building on its technology and infrastructure to enable technical support staff to reach into systems using similar web-based tools.

In October, LogMeIn unveiled a new version of its IT Reach tool, adding inventory reporting capabilities and alerts to its existing remote access capabilities. Meanwhile, the firm will make available in November a beta version of its Rescue + Mobile service that enables IT staff to remotely troubleshoot support issues on smartphones.

IT Reach is designed to help administrators remotely manage hard-to-reach systems, such as laptops in the hands of roaming sales staff, or servers located at outlying branch offices. As well as gaining all the features found in the recently updated LogMeIn Pro remote control service, users can now see an inventory snapshot overview of all the systems they manage.

“We can now do reporting for all hardware and software on PCs and servers, and generate alerts if any software appears that you don’t want to see installed,” said Laura Pasquale, LogMeIn vice president of product marketing.

Like LogMeIn’s remote control service, IT Reach uses web-based infrastructure for communications. A lightweight executable on each system connects it to LogMeIn’s proxy server, allowing them to be reached via a web-based management console showing the status of all managed systems. Even if a system is offline, changes can be made to its configuration, and these will be applied the next time it connects to the internet and contact is re-established with the LogMeIn server.

Meanwhile, LogMeIn hopes its Rescue + Mobile service will bring the same level of access to smartphones and other mobile clients. The tool is being designed so that a helpdesk operator can take remote control of a caller’s handset, using an on-screen replica of the type of phone they are using that duplicates what is on the remote handset’s screen and even features a working keypad.

“We’re taking a product today (Rescue) that is very successful and scalable for PC support, and bringing it to smartphones,” said Rick Redding, LogMeIn’s vice president and general manager for its Mobile unit.

Rescue + Mobile is not intended to compete against mobile management tools such as HP’s Enterprise Mobility Suite (EMS) but complements them, according to Redding. While such tools offer remote lock and wipe of handsets, and the ability to deploy over-the-air updates, Rescue + Mobile is designed to help IT staff fix end-user problems.

The tool requires an executable about 500-600kB in size on the handset, which can be pre-deployed, or a technician can text message the user a link from where they can download and install it.

Currently, the preview version of Rescue + Mobile supports only a small number of Windows Mobile handsets such as Palm’s Treo, but this will be extended in the beta release, and LogMeIn said it intends to support other platforms such as Symbian in 2008. The first full release of the tool is due before the end of 2007.