Remote Control (computing)

''Remote Control''' of computers is becoming increasingly important in the support of hardware and software. The ever-growing interconnection of computers through the Internet , through both internal company intranets and tradition telecommunication methods ( ISDN , Telephone ), expands the opportunities for direct service by support personnel. Not to mention that, because of the savings in transportation costs and better resource usage(personnel and equipment), companies can use remote control software to significantly cut costs.

Remote control software allows service technicians to directly carry out corrective action from a remote location. Key presses and mouse movement are transmitted to the remote system. The service technician sees the screen output on his own screen.

There are around 200 products with different underlying technology and features.

In the past the applications made use of telephone connection (via modem or ISDN) or direct connections over an internal network, however web-based programs are now replacing the more traditional applications.

The advantages are obvious:

faster access over DSL

Not dependant on the customer's location

Not dependant on the location of customer service personnel (with some products)

No pre-installed software (with some products)

SECURITY

Security concerns always play a role in the selection of remote control software. Besides the solely technical features, organizations should consider putting regulations in place regarding the use of remote control software. Remote control requires first of all that a mutual trust exist between the sender and reciever. It is sensible to set forth a contractual agreement as to the use of remote control access. Sample Remote Control Contract

Data security (see also Saarland Federal Commission for Data Security ) must always be taken into account. Computer crime (see also Augsburg University ) and carelessness with data access can cause enormous damage. Remote control and security are not, however, mutually exclusive. Positive identification procedures, secure Firewall settings, and high Encryption (256 Bit) can guarantee high security.

NEW TECHNOLOGY

The newest technologies allow simultaneous use of Chat , File Transfer , Internet Telephony and Video , and the monitoring of internet sites and help desk. Such an integrated Live Help System or Live Support System broadens the effectiveness of support and brings related processes together into a workflow.

With this, the user is afforded not only a highly encrypted remote control system (256 bit), but multiple simultaneous communication methods, which raises the possibilities for support to a new level. Therefore the support personnel can see and/or hear (Voice/Video over IP) providing substantially more "human" contact between the sides, and putting the customer service representative in a position of being able to provide (almost) a level of support equal to being onsite. However, the client must also run a small bit of software (usually ActiveX or Java ), and the critical issue here is to always use software with a valid certificate. In this view, the background of any free software(VNC) used should be examined carefully to find what security measures the software provides.

UNMANNED REMOTE CONTROL PROGRAMS

A special form of "unmanned remote control programs" for PC's or servers. With these programs, it is usually necessary for an administrator to install software on the host computer which can be activated over the network. When using this software, the security features should be thoroughly examined because human control has been eliminated.

SELECTION AND USAGE

the selection of remote control software is not just up the IT department. The involvement of the data security personnel as well as (if necessary) the employee committee should be obligatory. In case of doubt, the grade of encryption, organizational security (identifiableness of partners), and dependability of the technical platform should come before the price since the possible damage done by faulty software and unsecure connections can far outweight any savings.

Technical Help with Selection

The following question can provide a little help with decision-making on the technical side:

Does the software allow for encrypted transmission of data? (256 Bit optimal)

Do settings on the firewall have to be changed? (possibly not)

Can I easily discover the identity of connection partners? (yes)

Will passwords or keycodes be openly transmitted? (no!!!)

Will I be informed of the consequences before starting remote control and do I have to approve its execution? (absolutely)

Will any software stay on my computer after closing the connection? (possibly not)

Will the data from the remote control frame be stored on foreign servers? (no - probably a Peer-to-Peer connection )

Is the software certified? (possibly)

Am I familiar with the service provider?

How fast does the software start up?

Can the user limit access to only certain applications?

.If a support system is to be put together which, for example manages communication over a Live Support System and allocates support personnel via Help Desk , tracks issues in a corresponding data store, and perhaps bring in even more specialised applications, it is sensible to check into the integration capability of the product.
The advantages of an integrated system are obvious. From the first report of a problem through its resolution, the support staff can handle it without having to change processes or systems. Effective problem analysis measures, supervision, and tracking can be done simultaneously.

A concrete needs analysis including research into organizational operating procedures, technical features, and legal requirements can prevent bad investments.

Business Considerations

From a business point of view, the following questions should be answered:

How many different PC's/Servers will be used in the foreseeable future?

What's the maximum number of PC's/servers that will be used simultaneously?

How many licenses are required to achieve the desired results?

Are the licenses for the customer support center tied to a specific PC or can they be used from various office locations?

How high is the installation cost (personnel cost) and other subsequent costs?

Are the licenses available as PC licenses, server licenses, or exclusivley as ASP licenses?

Greater independence of the software from the location and equipment of the customer support personnel as well as the amount and locations of the PC's/Servers to be worked on remotely provide decideded advantages with a larger customer base.

A single license will pay off more when the number of PC's/Servers that will be worked on remotely remains small.
= Suppliers (Choices) =

REMOTE CONTROL - COMPLEX SERVICE SYSTEMS

NTR inquiero

Licensing: ASP and Server license, unlimited number of users can be serviced.

NetOp

Windows Server 2003, XP, Windows 2000, Windows NT 4.0, Windows CE, Terminal Server, Windows ME, Windows 98/95, ActiveX, Linux, Solaris, Mac OS X, Symbian OS

Licensing: ASP and Server license, finite number of users

PC-Duo Remote Control

Licensing: finite number of users

STAND-ALONE REMOTE CONTROL SOFTWARE

FastViewer