Remote Support for pcanywhere

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1 Remote Support for pcanywhere White Paper,QWURGXFWLRQ Information Technology (IT) professionals face a large and rapidly growing problem. They need to support an increasing number of computer users on rapidly growing computer networks, and they must do it while keeping support costs flat or even reducing them. This presents a challenge because of two major trends: The increasing complexity of PC computer software and hardware. The increasing number of mobile users who access the network from remote locations. IT organizations within corporations are not the only ones facing this support problem. Value added resellers (VARs) who provide support to their clients also need a more effective means of delivering support while controlling costs. Typically, support calls are fielded by helpdesk technicians who attempt to troubleshoot and resolve the problem over the telephone. As a result, troubleshooting and problem solving must be done through verbal interaction between the user and the technician. This is a time-consuming and frustrating experience for both the technician and the user, particularly if the user is not computer-savvy. Problems that cannot be resolved over the phone typically involve dispatching a technician to the user or having the user bring the computer to a support center. In either case, the process reduces productivity and drives up costs.

2 Remote control software is emerging as a powerful solution for this vexing support issue. Remote control tools provide a reliable, effective, and economical means of supporting users, including remote users, over the telephone. These tools enable the technician to take control of a user s PC over the network and work with it just as if it s local resolving problems quickly and easily without ever leaving his or her desk. This paper examines the difficulties associated with delivering quality technical support to users without driving up support costs. It discusses how remote control provides an attractive solution. It defines the requirements for a remote control solution that enhances support effectiveness while meeting enterprise needs for security and manageability. Finally, it introduces pcanywhere 9.0, an award-winning remote control solution that delivers comprehensive, secure, and reliable remote support capabilities to companies. 7KH#JURZLQJ#VXSSRUW#SUREOHP IT professionals face the challenge of supporting an increasing number of users with increasingly complex PCs and increasing mobility, while holding the line on, or even reducing support costs. This presents an enormous challenge. 7KH#KHOSGHVN#FKDOOHQJH The internal helpdesk is the primary line of defense of most support organizations. It is tasked with troubleshooting and resolving problems over the telephone in an effort to reduce the need for a technician to travel to the user or for the user to bring the computer to a support center. Both of these alternatives hamper productivity and drastically increase support costs. According to a Forrester Research survey, 60 percent of respondents reported having technicians visit user systems to resolve problems 43 percent several times a day and 17 percent several times a week. The helpdesk is hampered by the fact that technicians are limited to verbal interaction with the user over the telephone. Because many business people are not computer-savvy, this is often a cumbersome, time-consuming, and error-prone process. It would be much more efficient for the technician to view the user s computer screen and operate the keyboard directly. 7KH#UHPRWH#XVHU#VXSSRUW#FKDOOHQJH The Gartner Group forecasts that by 2002, more than 108 million people worldwide will regularly work outside of the traditional office setting. Several factors are driving this trend. Mobile professionals - Laptop computers are becoming increasingly popular among people who travel regularly on business. Laptop computers boost the productivity of these key employees and provide critical access to network services. Remote Support for pcanywhere White Paper 2

3 Telecommuting - In large metropolitan areas, there is a growing emphasis on telecommuting to reduce commute times, comply with local regulations for improving air quality, and enhance quality of life. In an ongoing, online survey on perks conducted by The Washington Post s Web site, telecommuting is the top choice out of 11 perk categories for enhancing the work environment. Remote PC users - Many employees field sales personnel, service technicians, consultants, and others work outside the corporate environment virtually all the time. Some work in branch offices while others work at home. In either case, they are located close to client locations so they can more easily make in-person visits. They may use desktop or laptop computers. Improved mobile computing equipment - Improvements and price reductions in laptop computers, modems, cellular services, and other remote systems and services are making mobile computing more affordable. As a result, companies are even more inclined to equip people for mobile access. In many companies, laptop computers have become the only computers used by employees. The number of people who work from locations other than the office is expanding rapidly. Supporting these remote users whether they are mobile professionals, telecommuters, or branch office or field personnel is more complex and more costly than supporting traditional desktop computer users who work within the walls of a corporate facility. When they have a problem, it isn t a simple matter of having a technician walk down the hall to fix it. Laptop computer users face the additional complication of working with network connection software, and connection problems are a major source of calls to the helpdesk. Furthermore, keeping mobile computers up to date with software patches and configuration changes is more difficult because most are connected only occasionally to the network and usually over lowbandwidth telephone lines. As a result, mobile computer users may be working with software that is one or more versions behind that of local users and more prone to problems. With the number of remote users growing rapidly, information technology (IT) managers and VARs are seeking cost-effective ways to troubleshoot and solve problems for both desktop and laptop computers that are located outside the corporate infrastructure. 7KH#UHPRWH#FRQWURO#VROXWLRQ Remote control software has been used for a number of years primarily to allow PC users to access their desktop PCs when they are out of the office. It enables them to work with information stored on their desktop hard drives, or even to access the corporate network from remote locations, all through their desktop PCs. Today, however, many corporations and VARs are realizing the power of remote control as an effective technical support tool. That s why companies are turning in increasing numbers to remote control solutions to help enhance support and reduce costs. Remote Support for pcanywhere White Paper 3

4 International Data Corporation (IDC) has reported that remote diagnostics is the third top growing area of spending for software support. IDC projects that this market segment will grow from $677 million in 1998 to $1.9 billion in 2002 a 31.5 percent CAGR. The reason for this dramatic growth is that remote control tools eliminate many of the difficulties associated with troubleshooting and problem resolution on remote PCs. 5HPRYH#WKH#PLGGOH#SHUVRQ Without remote control, support representatives must rely on time-consuming and error-prone verbal communication between the helpdesk technician and the user. Many of these business users are not computer-savvy. Yet when they have a problem, they must become the eyes, ears, and hands of the technician. They must describe the symptoms of the problem to the technician who can t see the computer screen. They must follow the technician s instructions precisely and describe accurately what is occurring on-screen. In attempting to resolve the problem, the technician may direct the user through complicated processes that are completely unfamiliar and arcane. If the user follows the instructions incorrectly, that could easily exacerbate the problem. Some fixes such as modifying the Windows Registry cannot or should not be made by an end user. All of this is nonproductive time for the user. Furthermore, if the technician cannot solve the problem by phone, the computer may be unusable until the employee returns to the office where a technician is available to fix it. Remote control software eliminates these difficulties by enabling the technician to manipulate the remote PC directly without putting the user in the middle. In this way, the technician experiences the problem first-hand. This speeds troubleshooting and gives the technician full control of the remote computer for problem resolution while the user is on the line. Using remote control tools, technicians can: Troubleshoot problems. Install and configure software. Download software patches to the user s PC. Configure application and system software settings. Train users (or even other helpdesk personnel) using a learn-by-example approach. 6LJQLILFDQW#SD\RII The remote control payoff is significant. The Gartner Group finds that remote control tools diminish the need for technician dispatching and speed problem identification, isolation and resolution by helpdesk personnel. The Gartner Group also finds that remote control tools assist in reducing the number of helpdesk calls because they facilitate learn-by-example knowledge transfer from support professionals to users. Remote Support for pcanywhere White Paper 4

5 Remote control results in faster problem diagnosis and resolution because it enables support technicians to get their hands-on users computers over the network. The corresponding boost in support productivity means that each helpdesk technician can handle a higher volume of calls, which reduces staffing requirements and support costs. Remote control also dramatically reduces the number of problems that require a technician to physically touch the user s PC, which, in turn reduces support costs. Additional benefits include higher user productivity as a result of faster problem resolution. The user can get back to work more quickly. This also enhances the level of end-user satisfaction with support. The Gartner Group estimates that during a 3-year period, remote control tools will lower annual helpdesk costs by 6 to 13 percent. The firm estimates that annual helpdesk operations costs range from $158 to $1,447 per PC. This translates into annual savings of $21 to $77 per PC, or between $153,800 and $576,900 for a 2,500-PC environment. 5HTXLUHPHQWV#IRU#D#UHPRWH#FRQWURO#KHOSGHVN#WRRO Remote control software provides an extremely beneficial tool for internal helpdesks and for VARs. At the same time, however, it raises several important issues for the IT staff to consider in terms of security and manageability. The software must meet a number of important criteria in order to satisfy IT needs. It should provide high-performance remote control operation and leverage the existing network infrastructure. It must also meet IT requirements for security, centralized management, and integration with other helpdesk systems. 6XSSRUW#IRU#H[LVWLQJ#QHWZRUN#LQIUDVWUXFWXUH The enterprise networks of most organizations are heterogeneous and include a wide variety of operating platforms and network environments. The remote control solution should support the existing network infrastructure. That includes supporting all popular desktop and mobile operating platforms, supporting a variety of network environments, and supporting a variety of connection methods, ranging from direct connection to infrared connection. Support for heterogeneous environments not only leverages the company s investment in their network infrastructure, it also ensures that the helpdesk can connect to all PCs, regardless of their location. 6WURQJ/#QHWZRUN0EDVHG#VHFXULW\ Because remote control software allows remote access to a user s (host) PC, it could expose the PC to access by unauthorized users. This would permit an intruder to access confidential information on that PC as well as all network resources available through that PC. The remote control software should secure the host computer from any unauthorized access. Remote Support for pcanywhere White Paper 5

6 The remote control software should fit into and leverage the existing network security scheme, supporting network-based rather than desktop-based security. It should, for example, support Windows NT authentication. In addition, it should support virtual private network (VPN) technology to enable secure connections over the Internet through a firewall. The product should also provide a means of preventing users (or intruders) from modifying the remote control client software. This prevents users from inadvertently exposing their system to unauthorized access and it prevents unauthorized users from reconfiguring the software for their purposes. Finally, the product must include capabilities that assure users that confidential information stored on their PCs is protected from unauthorized access. The product should permit centralized security administration to simplify management, It should also permit monitoring of remote control activities for faster detection of potential security breaches. This includes the generation of an audit log of all remote control transactions, including disallowed attempts at connection. &HQWUDOL]HG#PDQDJHPHQW Helpdesk technicians should be able to configure, start/stop, and ultimately connect to any remote control-enabled host on the network quickly and easily. Centralized distribution, installation, and configuration of remote control client software is essential to ensure fast and economical deployment. Capabilities such as centralized logging and auditing make it easier for administrators to monitor and manage remote control sessions. Integration with other management tools and consoles such as Microsoft SMS, Tivoli TME, and CA Unicenter TNG is also essential because it brings remote control management under the same umbrella as other network management tools. This integration simplifies management and leverages the company s investment in enterprise network management solutions.,qfuhdvh#surgxfwlylw\#ri#wkh#uhprwh#vxssruw#vwdii To speed problem resolution and minimize frustration for both users and technicians, the product should ensure fast connection and high performance. Helpdesk personnel must be able to find hosts on the network easily. This can be accomplished through support of directory services such as Novell Directory Services (NDS) and Microsoft Active Directory. The technician should be able to establish a connection with a simple point and click. The remote control software should be able to locate the user in the directory and connect to the user s location. No end-user intervention should be required to establish the connection. Poor connection reliability and sluggish performance impede remote troubleshooting with long delays and session interruptions, particularly across dial-in connections. As a result, it s important to ensure that the product includes features that enhance reliability and performance. It should be optimized for low-bandwidth connections. It must also support the company s existing network infrastructure, and support a variety of connection methods, including direct network and dial-in connection. Remote Support for pcanywhere White Paper 6

7 Capabilities that facilitate human interaction during the remote control session are highly desirable. For example, support for integration with Voice-over-IP solutions enhances communication between the user and the technician, personalizing the support experience. This capability also eliminates the need for time-consuming text chats when personal communication is required.,qwhjudwlrq#zlwk#khosghvn#dxwrpdwlrq#v\vwhpv Helpdesk automation systems increase the productivity of helpdesk personnel with a variety of features, including: Workflow processing to ensure that nothing falls through the cracks. A knowledge base of known solutions to help speed problem resolution. Automatic escalation of problems to ensure resolution. Remote control software is an ideal complement to these systems. The remote control software should integrate easily with the helpdesk system to deliver the most efficient operation. For example, the technician should be able to activate remote control software from within the helpdesk system. Although some helpdesk systems include remote control tools, the tool capabilities may be limited in functionality and reach. For example, many provide only limited network support, which prevents the helpdesk staff from reaching all users through remote control sessions. &RPSUHKHQVLYH/#VHFXUH/#DQG#UHOLDEOH#UHPRWH#VXSSRUW pcanywhere 9.0 from Symantec is the industry leader in remote control and file transfer solutions. This award-winning product delivers comprehensive, secure, and reliable remote support capabilities. Technicians can use pcanywhere to take control of remote servers, users desktop computers, and mobile laptop computers over the network. As a result, they can diagnose and solve problems without physically touching the computer and without leaving their desks. This remote control capability dramatically reduces support costs by eliminating the need to travel to remote locations to fix problems. The newest release, pcanywhere 9.0, offers enhancements designed specifically for internal helpdesk and other remote support environments. It fits easily into existing networks because it provides broad support for heterogeneous environments. It supports TCP/IP, NetWare IPX/SPX, NetBIOS, and Banyan VINES. And it enables the organization to reach remote users regardless of their connection type, whether that s direct LAN connection, modem, ISDN, NetWare Connect (NASI), the Internet, or even infrared. The product supports DOS, Windows 3.1, Windows 95, Windows 98, Windows NT 4.0 and Windows 2000 all on a single CD. As a result, it accommodates mixed environments and diverse user needs without complicating installation and management. Remote Support for pcanywhere White Paper 7

8 pcanywhere 9.0 makes optimal use of Windows 95/98 and Windows NT 4.0 capabilities. It provides TAPI/Unimodem support for coverage of a wide range of modems and devices. It supports plug-and-play to allow speedy implementation with automatic recognition of PC and modem types. It also provides right-click mouse support, permitting users to specify or change the settings of a connection item with a simple entry in its properties sheet. The pcanywhere CD also includes pcanywhere Express, which provides remote control capabilities within an Internet browser interface. The ActiveX component runs under Microsoft Internet Explorer while the Netscape plug-in and the Java applet run in both Microsoft Internet Explorer and Netscape. Mobile professionals can use pcanywhere Express to connect to their office PCs over the Internet from virtually anywhere. Web authors and IT professionals can use pcanywhere Express to reduce the cost of deployment, management, and administration of Web content. Like pcanywhere, pcanywhere Express offers password protection, encryption, host screen and keyboard locks, and other built-in features that ensure secure remote control sessions. pcanywhere 9.0 is backward compatible with previous versions of the product, including pcanywhere 8.0, pcanywhere 2.0 for Windows 3.1, pcanywhere 5.0 for DOS, pcanywhere for CE, and pcanywhere Express. So it protects a company s investment in these products. &HQWUDOL]HG#PDQDJHPHQW pcanywhere 9.0 meets the needs of corporations to manage the remote support solution centrally. Centralized management enhances the productivity of network managers and administrators and helps contain network management and administration costs. The pcanywhere Host Administrator provides important capabilities to centralize administration, including: Remote installation and configuration of remote control client software. Remote start and stop Windows 95, 98, and NT hosts. Remote change of connection objects, which contain the protocol, phone numbers, and other connection information. Remote configuration of remote options as well as local applications. Centralized logging and central auditing. The staff can also preconfigure remote control client configurations as part of the remote installation procedure. Items that can be preconfigured include registry key setting, turn off/redirect LiveUpdate, and pre-registration of software. This saves time by eliminating the need to configure each user s workstation after the install. Additional benefits include faster deployment and consistency across multiple PCs. The IT staff can also lock down configuration settings to enforce standardization of the remote control client software. The administrator interface is simple and straightforward to facilitate management of the remote support solution. This speeds learning and reduces overall administration costs. Remote Support for pcanywhere White Paper 8

9 ,QWHJUDWLRQ#ZLWK#QHWZRUN#PDQDJHPHQW#WRROV The pcanywhere Host Administrator integrates with popular enterprise desktop and network management solutions, enabling corporations to manage their remote support solution from the same console they use for managing other network resources. It includes support for Symantec Norton System Center, Microsoft SMS, Computer Associates UniCenter, Tivoli TME, and other SNMP-compatible network management solutions. 7LJKW#VHFXULW\ pcanywhere is loaded with built-in security mechanisms to prevent unauthorized access to remote control-enabled computers and to the corporate network through these computers. Users are notified anytime a pcanywhere host is launched on their PCs without security enabled. This minimizes the risk that a user will inadvertently expose the network to unauthorized access. In addition, the Quick Start wizard provides an easy means for users to create a user name and password to secure their desktops. pcanywhere security integrates with Windows NT and Windows 95/98 security mechanisms, leveraging the company s existing NT network security scheme. As a result, there is no need to set up a separate security scheme for remote control pcanywhere integrates with Windows NT user and group security caller authentication to enhance the level of user authentication and control. The result is a strong central security model that offers easy security management. And users can use their Windows NT user name and password, eliminating the need to remember additional passwords and IDs. Additional built-in security features include strong encryption, restricted drive access, file transfer rights, host control/audits, host screen and keyboard locks, and Norton AntiVirus scanning. +LJKHU#VXSSRUW#VWDII#SURGXFWLYLW\#DQG#ORZHU#VXSSRUW#FRVWV pcanywhere includes a variety of features to help boost the productivity of the support staff. Support for LDAP (Lightweight Directory Access Protocol) lets support technicians quickly find pcanywhere hosts anywhere on the corporate intranet or the Internet using any LDAP-capable directory server, including Novell NDS and Microsoft Active Directory. The technician simply clicks on the target host in the directory list to attach to the host. This speeds the establishment of a connection. Voice/data switching enables the technician to alternate between voice and remote control during a single phone call using standard data/fax modems to enable convenient voice interaction as needed throughout the session. Desktop videoconferencing integration enables switching from a remote control session to a videoconference with a single click - enhancing communication. pcanywhere includes several features that optimize performance and speed sessions. ColorScale speeds screen refresh transfer rates. AutoColorscale ensures that the technician s workstation never sends more colors than the user s remote computer can handle. And an optimized desktop disables host wallpaper, screen savers, and full window dragging for faster performance. The easy-to-use file transfer interface helps technicians locate files and transfer them quickly. SpeedSend speeds file transfer by updating only the parts of the file that has changed instead of sending the entire file. This capability is especially important for lowbandwidth connections. Remote Support for pcanywhere White Paper 9

10 pcanywhere supports up to 11 concurrent user support sessions, enabling technicians to work with multiple remote users at the same time. This facilitates training of users or of other support representatives. pcanywhere integrates easily with automated helpdesk solutions. Integration is accomplished by simply installing pcanywhere and the appropriate pcanywhere interface program executable for that automated helpdesk product on the same server as the helpdesk automation system. (Currently Symantec offers pcanywhere interface programs for Remedy and Vantive customer support solutions.) Once pcanywhere and the appropriate pcanywhere interface program are installed, the support technician can launch a remote control session directly from the automated helpdesk application.,qwhuqhw#uhdg\ pcanywhere 9.0 offers the additional advantage of Internet support. Companies can use the Internet to extend their support reach without jeopardizing security. pcanywhere includes a variety of Internet security features. For example, it employs the Microsoft Crypto API (application programming interface) to implement low-level encryption services and it provides for secure session initiation, remote control, file transfer, chat, logs, and pcanywhere objects. pcanywhere 9.0 includes VPN client software from Checkpoint Software, the leading softwarebased firewall vendor. The Checkpoint VPN client allows communications over the Internet or corporate intranet through a secure VPN. The VPN client operates transparently, prompting for authentication credentials whenever the user attempts to penetrate a firewall. pcanywhere also supports voice-over-ip integration, enabling support technicians to launch an Internet voice call with remote users. &RQFOXVLRQV Remote control software is proving to be an excellent tool for providing high-quality support to users while reducing support costs. It helps technicians diagnose and resolve problems quickly without leaving their desks and that goes right to the bottom line in enhanced support and user productivity, lower support costs, and increased user satisfaction with the helpdesk. pcanywhere 9.0, the newest version of Symantec s award-winning remote control solution, allows companies to improve the quality of support and reduce support costs without jeopardizing the security or manageability of their networks. Unlike other remote control products, pcanywhere 9.0 addresses IT requirements for security, centralized management, performance, and integration with other helpdesk systems. With pcanywhere, IT staffs can support the additional complexity of today s advanced PCs as well as the increased mobility of today s workforce. In this way, the IT staff can support their companies effectively as they move forward to meet the business requirements of the 21 st century. Remote Support for pcanywhere White Paper 10