Definition

Remote maintenance (remote control) of computers wins with the support of hard and software increasingly in meaning. By the ever stronger cross-linking of the computers over Internet, the structure of internal Intranets and conventional telecommunications ways (ISDN, telephone) the possibilities of the direct support in the support extend. Because of the saving possibilities with travel expenses and the better resources use (personnel and technology) products of remote maintenance are not used last for reduction of costs in enterprises.

Remote maintenance programs make possible it remove sitting service technicians to accomplish directly on the computers which can be waited actions. Keyboard notices and mouse movements are transferred. The service technician sees the display output on the own screen.

On the market there are meanwhile approx. 200 products with different technological beginnings and achievement parameters.

In the past if telephone connections (similar or ISDN) or direct connections over the internal network to the employment were brought, remote maintenance programs Web-supported meanwhile displace the classical programs.

The advantages are obvious:

• faster entrance over DSL
• Independence from the location of the customers
• Independence from the location of the Kundenbetreuuers (with some products)
• No previous software installation (with some products)

Security

Security doubts always play a role with the decision for the application of remote maintenance software. Apart from the purely technical parameters, organizational regulations should be included with the employment by remote maintenance software into the considerations. Remote maintenance is called not least that a bond of trust between transmitters and receivers must exist. Sinvoll are contractual agreements, which regulate remote maintenance. Model contract remote maintenance

The data security (see also nationalassigned for data security Saarland) must be considered in each case. Computer criminality (see also University of Augsburg) and negligent handling data to be able large damage to cause. Remote maintenance and security do not have to contradict themselves however. Clear identification procedures, safe Firewall attitudes and high codings (256 bits) can ensure a high safety standard.

New technologies

Newest technologies make the simultaneous use possible of Chat, file transmission, Internet Telefonie and video, the monitoring of Internet sides and Help Desk. A such integrated live Help system and/or live support system extends the efficiency of the support and unites coherent processes to a Workflow.

Thus, apart from high-coded remote maintenance (256 bits), parallel communication ways are to the user at the disposal, which the possibilities of the support place on a new level. Since the Kundenbetreuuer can be seen and/or heard (Voice/video of over IP), develops substantially a "more human" contact between both sides, which into the position puts the customer responsible person to be given (nearly) as locally support. Since however a small software on the Client must run also here (usually ActiveX or Java), consists the critical point of using at least certified software for this part. From this view the selection of this software is to be at least always regarded before the background, which safety requirements exist.

Programs for the unobserved remote control

Programs for the unobserved remote control of PC or servers formed a special case. Here it is usually necessary to install as administrator on to taxend computers an appropriate software which supervises the net activities. With the employment of such software the safety parameters should be absolutely examined, since human control is omitted.

Procurement and employment

The decision for a remote maintenance software should not therefore only be incumbent on the IT-department. The inclusion of the Datenschutzbeaufragten and if necessary the personnel council should be mandatory. In the case of doubt should the degree of the coding, which organizational security (identifiableness of the partner) and the reliability of the technical platform before the price stand, since the possible damage can be with incorrect software or uncertain connections far over alleged savings.

Technical decision making aid

A small assistance with the technical decision the following questions can be:

• Does the software make coded transmission possible of the (256 bits optimally)
• Do attitudes have to be changed to the (if possible no)
• Can I determine the identity of the connecting partner ()
• Are passwords or key numbers openly (no!!!)
• Do I am informed before the start of remote maintenance about the effects and have to agree I the (absolutely)
• Does a software remain after closing the connection on my (if possible no)
• Are data stored in the context of remote maintenance on strange (no - if possible Peer ton Peer - connections)
• Is the software (as as possible)
• Do I know the
• How quickly does remote maintenance construct
• Is that limitable access to only individual applications by the

If a support system is developed, which e.g. over a live support organizes system communication and by Help Desk the allocation of the Supporter organizes, error into appropriate data bases to store and then also still mehrer specialists unite is, is it meaningfully the integration ability of the product to be examined. The advantages for an integrated system are obvious. From the error message to the error correction the customer service without system and medium breaks can take place. At the same time effective measures can be served to the error analysis, for achievement monitoring and for rendering of invoice.

A concrete demand analysis including the investigation of organizational operational sequence, technical parameter and legal basic conditions can bad investments prevent.

Economic decision

From economic view the following questions should be answered:

• How are many different PC/servers to be cared for in foreseeable
• How are many PC/servers to be cared for maximally at the same
• How are many licenses necessary, in order to furnish the desired
• Can the licenses on the customer responsible person side are bound to certain PC or be used them by different
• Are the installation costs (personnel expenditure) and other subsequent costs how
• Are the licenses exclusively available as PC and/or server licenses or as ASP

Crucial advantages bring a high independence to the software of the location and the equipment of the customer responsible person as well as the number and the location to wait of PC/servers with larger customer numbers.

Are to be waited constantly small number of PC/server, single licenses can be worthwhile themselves.

Related links

• Requirements at maintenance and remote maintenance, citizen of Berlin of representatives for data security and uninformativeness
• Maintenance and remote maintenance, national representative for data security Saarland

Articles in category "Remote maintenance"

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