Peering into Remote Support

Arthur Cole

Every once in a while I come across a vendor-written article that actually provides useful information on an important subject, rather than a plug for the product du jour.


Yesterday, I came across this one in Enterprise Networks & Servers, written by Mike Baldwin of Symantec. The subject was remote support systems and the things to keep in mind when setting up the infrastructure needed to support remote services.


I'll leave you to surf over to the article for the details; suffice it to say that there are a lot discovery and connectivity issues to consider when devising a means to set up control sessions, particularly when dealing with firewalls, routers and other devices.


Remote services are seeing a lot of action in recent days. N-able Technologies recently launched a new Remote Support Manager designed to provide more centralized control of far-off servers and desktops. Distant managers can even muck around with their targets without disrupting the user.


A company called NetSupport has released a new version of its NetSupport Manager that extends remote control, deployment and other services to 32-bit and 64-bit Vista environments. As far as I can tell, this is the first remote control system for Vista.


Overseas, there's a new service from BT, the British telco, and Citrix Online. The pair have linked the BT IT Support Manager with Citrix's GoToAssist tool to provide SMBs with Web access to their internal networks. The best part is, no major investments in hardware or software are needed.

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