IBM Tivoli Remote Control

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1 Robust remote desktop management across the enterprise IBM Tivoli Remote Control Highlights Enables organizations to Supports Federal Desktop Core remotely manage thousands of Configuration (FDCC) and also PCs and servers from a central supports the U.S. Federal location Government FIPs standard for data encryption Allows PC problems to be resolved remotely, helping to Enhances security with reduce expensive onsite visits centralized logging and video by IT staff recordings you can now transform and share recordings Offers new session modes, between various applications including Guidance, File and organizations. Transfer, Chat and facilitates collaboration and escalation processes, for improved problem resolution A large cost component in enterprise support operations is the need to support end customers who use desktop/ laptops and who may even be in remote locations. Employee productivity is highly affected if desktop support issues are not solved in a timely manner. Having the ability to remotely login and support desktops is a great time and cost saver for enterprises. Innovative features such as the ability to record, a guidance mode and policybased management greatly improve support and customer experience. IBM Tivoli Remote Control gives you the ability to remotely support and control thousands of PCs and servers from a central location. Using the Tivoli Remote Control administration Web interface, you can view and control a remote desktop, including its keyboard

2 and mouse, from anywhere on your network. You can also chat, transfer files, remotely guide the user, administer the policies to be applied to different users and target groups, and much more. These features can help provide more efficient and effective analysis of user problems from the administrator s desktop, without the added cost of dispatching a technician or relying on user descriptions over the phone. Tivoli Remote Control can help deliver better support, more flexibility, and richer security, with robust features that include enhanced central logging and video capture of the sessions. Tivoli Remote Control is easy to deploy and maintain. It also includes several search facilities for locating targets, users. It audits and records information for a given session, providing a quick connection to the target workstation or the audit information relevant to any given session. The Java -based console of Tivoli Remote Control allows an administrator to access and take over any remote system that has the IBM Tivoli Remote Control agent installed, from any system that can access the Tivoli Remote Control server. This improved console helps speed up quality service delivery with easy-to-use menus, direct shortcuts to system options, recording and auditing capabilities, remote system information at the click of a button. Tivoli Remote Control also features a Web-based user interface that provides the ability to start a remote control session from a Web browser, allowing a virtual help desk to access any remote session from any location, with 24x7 remote control capability. This Web interface for Tivoli Remote Control management and administration also enables administrators to centrally administer users and targets, associate them to groups, and establish the policies that should apply to sessions between them. Firewall support Tivoli Remote Control supports firewall security practices. It also works over firewalls with the least amount of intrusion without requiring the installation or configuration of any other components. Enhanced security Tivoli Remote Control provides several security features, including: Full datastream encryption for all communications and file transfers between controllers and targets Enhanced central logging to track session information including controller ID, target host name, session policies, and auditable events such as user acceptance, file transfer operations, session mode changes and chat transcripts Automatic session logoffs due to administrative inactivity A configurable option that allows users to grant remote takeover sessions The capability to capture a video recording of the sessions 2

3 Tivoli Remote Control includes, but is not limited to, the following session modes: Monitor Allows you to view the display of the remote workstation and monitor activities. Guidance Allows you to guide the end user by providing several graphical tools such as drawing and highlighting that can be used to draw in the remote target and provide specific instructions to the user without any real intrusion. System configuration collection Allows you to collect important information about the configuration of the remote system at the click of a button. File transfer Allows you to transfer files and directories from the controller to the target. This feature is available as a session mode by itself, or as an insession feature. Chat Allows you to establish a direct communication channel between administrators and end users, helping to simplify operations. This feature is available as a session mode by itself, or as an in-session feature. Collaboration Allows you to invite other participants to an existing session in order to obtain further support or to train another administrator. Reporting Allows you to create and customize existing reports to monitor Tivoli Remote Control usage and generate other statistics relevant to your organization. A session mode switch allows you to change from one session mode to another without having to restart the session, as long as the policies allow it. Users can change session status or terminate a session at any time. Policy-based authorization To protect access to a workstation session, Tivoli Remote Control provides policy-based functionality that lets you establish policies that are centrally defined, managed and stored. Policies are applied to a user/target group relationship. Centralized session tracking Tivoli Remote Control provides centralized session tracking, which can help you create statistical, service-level agreement or security reports. You also can customize the target to log events into Microsoft Windows Event Logger or into Linux system logs, including the date and time of connection and disconnection, controller and target user names, policies applied to the session, type of session established (and any changes made to it during the session), the network addresses of the target and controller computers, chat transcripts, and video recording for the session, if available. Quick system connectivity To help you connect quickly to the right target, Tivoli Remote Control provides a Web interface that allows access to an automatically updated and searchable list of target system hostnames and IP addresses. You can establish a remote session by simply clicking the target. Before a target can be accessed by any user in the system, a relationship has to be established between the user 3

4 group and the target group, along with the policies that will apply to the session specified for this relationship. Only an administrator can modify the policies that apply to a given relationship. Multiple-language support Tivoli Remote Control supports Chinese, Czech, English, French, German, Hungarian, Italian, Japanese, Korean, Polish, Portuguese, Russian and Spanish. This multiple-language support includes instances where the administrator and the end user have different keyboards. For example, an administrator using a Japanese keyboard can support an end user with an English keyboard. Tivoli Remote Control in action In addition to providing robust remote control functionality, Tivoli Remote Control has advanced features that enhance your security and compliance efforts, support your training program and help reduce your service delivery costs. The following scenarios show how Tivoli Remote Control can address these business needs. Creating an audit trail of access to sensitive information End users who call in to the help desk may have sensitive data on their computers, such as financial data, human resources records, or medical files. It is important for an organization to be able to prove that sensitive data has not been compromised that unauthorized help desk personnel have not had access to restricted data during a support session where the remote control feature was used to access a user s computer. Tivoli Remote Control supports compliance efforts and helps keep access to sensitive data secure. Security policies can be set to ensure that all sessions are recorded automatically for audit purposes, or that sessions on specific end user machines are recorded. As a result, an audit trail is readily available for compliance or security checks. Policies can also be set to limit the actions that can be taken on an end user machine, so that machines with sensitive data can be protected. Audit logs are kept both centrally and locally to help prevent tampering, adding another degree of audit strength. Facilitating the training of help desk personnel Proper training of new help desk agents is critical in order to prevent mistakes that cause compliance problems or business interruptions. On-the-job experience is often an important part of the training program. During this period, it may be necessary to limit an agent s authorization rights until he or she is fully trained. It can also be valuable to capture the actions an agent takes during a help session, so that the actions can be evaluated later. Tivoli Remote Control provides the capabilities to support these training needs. Authorizations can be differentiated depending on the individual agent s skill level, reducing the risk of mistakes and business interruptions. Help desk sessions can be recorded and replayed for training purposes, helping organizations provide a training experience that is customized for the individual. Targeted feedback helps reduce training time and costs. Reducing service delivery costs through efficient problem solving In today s complex enterprise application environment, it can be difficult for an end user to determine the root 4

5 cause of a problem. After an initial assessment by a help desk agent, it may be necessary to collaborate with peers or experts, or to escalate problem resolution to another agent. Tivoli Remote Control enables enhanced collaboration, facilitating problem solving processes and helping reduce service delivery costs. Help desk agents can give control of a problem to another agent, or revoke control as necessary. This hand-over can be done without reopening the session, expediting problem resolution. Multiple help desk agents can use builtin collaboration capabilities to resolve complex problems that require input from multiple sources, providing the user with a seamless problem resolution experience. Access Request Feature The new Access Request feature allows users to request access to target machines for which they may not have access or the level of access is insufficient through a Web interface, for a defined period of time. The administrator can then authorize or reject the request or modify it before accepting. The extended access will be automatically removed when the schedule for which access was granted expires. FIPS & FDCC Support Tivoli Remote Control supports the U.S. Federal Government FIPs standard for data encryption. The Federal Desktop Core Configuration (FDCC) on 32-bit Windows XP Professional edition SP2 and 32-bit Windows Vista SP1 is also supported. For more information To learn more about IBM Tivoli Remote Control, please contact your IBM sales representative or IBM Business Partner, or visit the following Web site: ibm.com/tivoli/products/ remote-control About Tivoli software from IBM Tivoli software from IBM helps organizations efficiently and effectively manage IT resources, tasks and processes to meet ever-shifting business requirements and deliver flexible and responsive IT service management, while helping to reduce costs. The Tivoli portfolio spans software for security, compliance, storage, performance, availability, configuration, operations and IT lifecycle management, and is backed by world-class IBM services, support and research. 5

6 IBM Tivoli Remote Control at a glance Remote Control Server IBM Tivoli Remote Control V5.1.2 server with embedded software components (WebSphere Application Server V7.0 and Derby 10.3) is supported on the following platforms: Windows Server 2003 R2 Standard, Enterprise, Datacentre (32 bit and 64 bit) Windows Server 2008 Standard, Enterprise, Datacenter R2 (32 bit and 64 bit) Red Hat Enterprise Linux 4.0 for Intel x86 (32 bit and 64 bit) Red Hat Enterprise Linux 5.0 for Intel x86 (32 bit and 64 bit) Red Hat Enterprise Linux 5.0 for AMD/eMT 64 bit SUSE Linux Enterprise Server 10 for Intel x86, AMD/eMT 64 bit SUSE Linux Enterprise Server 11 for Intel x86, AMD/eMT 64 bit Manual server installation would require WebSphere Application Server V7 on these additional platforms: IBM AIX V5.3 IBM AIX V6.1 Sun Solaris 9 SPARC Sun Solaris 10 HP-UX 11i SUSE (SLES) zseries /System z SUSE Linux (SLES) 11.0 Enterprise Server System i - System i, System p SUSE Linux (SLES) 11.0 Enterprise Server System z - System z Red Hat Enterprise Linux (RHEL) 4.0 AS System i/system p Red Hat Enterprise Linux (RHEL) 4.0 AS System z RHEL 5 - System p POWER6 RHEL 5 - System z The following database systems are supported: IBM DB2 Universal Database V8.2 Fixpack 3 IBM DB2 Universal Database V9.1 Fixpack 2 IBM DB2 Database V9.5 IBM DB2 Database V9.7 IBM Websphere Application Server V7.0 (bundled) Oracle 9i Database Release 2: Oracle 10g Database Release 2 Oracle 11g Database Release 2 Microsoft SQL Server Enterprise 2005 Microsoft SQL Server Enterprise Edition 2008 The Tivoli Remote Control V5.1.2 controller is Java based. The following are supported: Sun Java Runtime Environment V1.5.0 and V1.6.0 IBM Java Runtime Environment V1.4.2 Service Release 9, and V1.5 and V1.6 6

7 IBM Tivoli Remote Control at a glance Microsoft Internet Explorer support: Internet Explorer 6 for Windows XP SP Internet Explorer 6 for Windows Server 2003 SP1, and Windows XP x Internet Explorer 6 SP2 for Windows Server 2003 SP1, and Windows XP x Internet Explorer 7 for Windows XP and Windows Server Internet Explorer 7 for Windows Vista Internet Explorer 7 for Windows Vista Internet Explorer 7 for Windows Server 2003 SP2 x Internet Explorer 7 for Windows XP SP2 x Mozilla Firefox 3, , and Remote Control Target The following platforms are supported by the IBM Tivoli Remote Control V5.1.2 target component: Windows XP SP3 Pro x86 Windows XP SP3 Pro x64 Windows Server 2003 Standard R2 x86 Windows Server 2003 Standard R2 (32 bit and 64 bit) Windows Server 2003 Enterprise R2 (32 bit and 64 bit) Windows Server 2003 Datacentre R2 (32 bit and 64 bit) Windows Server 2008 Enterprise R2 x86 (Enterprise, Standard, Datacenter edition) Windows Server 2008 Enterprise R2 x64 (Enterprise, Standard, Datacenter edition) Windows Vista x86 Windows Vista x64 Windows 7 Enterprise x86-64 Windows 7 Enterprise x86-32 Red Hat Enterprise Linux 4.0 for Intel x86 Red Hat Enterprise Linux 5.0 for Intel x86-32 Red Hat Enterprise Linux 5.0 for Intel x86-64 Red Hat Enterprise Linux 5.0 for Intel x86, and AMD/eMT 64 bit SUSE Linux Enterprise Server 10 for Intel x86, and AMD/eMT 64 bit SUSE Linux Enterprise Server 11 for Intel x86, and AMD/eMT 64 bit Red Hat Desktop 4.0 x86-32 Red Hat Desktop 4.0 x86-64 Red Hat Desktop 5.0 x86-32 Red Hat Desktop 5.0 x86-64 SLED 10 - x86-32 SLED 10 - x86-64 SUSE Linux Enterprise Desktop (SLED) x

8 The customer is responsible for ensuring compliance with legal requirements. It is the customer s sole responsibility to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer is in compliance with any law or regulation. Copyright IBM Corporation 2009 IBM Corporation Software Group Route 100 Somers, NY U.S.A. Produced in the United States of America December 2009 All Rights Reserved IBM, the IBM logo, ibm.com and Tivoli are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Intel is a registered trademark of Intel Corporation or its subsidiaries in the United States and other countries. Java and all Java-based trademarks and logos are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. Other product, company or service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. Product data has been reviewed for accuracy as of the date of initial publication. Product data is subject to change without notice. Any statements regarding IBM s future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only. THE INFORMATION PROVIDED IN THIS DOCUMENT IS DISTRIBUTED AS IS WITHOUT ANY WARRANTY, EITHER EXPRESS OR IMPLIED. IBM EXPRESSLY DISCLAIMS ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements (e.g. IBM Customer Agreement, Statement of Limited Warranty, International Program License Agreement, etc.) under which they are provided. TID10434-USEN-01

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