Secure Remote Control for IT Organizations

WHITE PAPER: EN Secure Remote Control for TE IT Support OrganizationsRPRISE SECURITYWhite Paper: Enterprise Security
Secure Remote Control for
IT Support Organizations
Contents
Executive summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Security concerns limit acceptance of remote control software . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Remote control software as a help desk tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Financial benefits of remote control software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Security concerns with remote control software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Security requirements of remote control software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Authorization and access control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Perimeter and data transfer security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Symantec pcAnywhere 12.0 provides secure remote control . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
A wide range of existing security features prevent unauthorized connections . . . . . . . . . . . . . . . . .11
Encryption tools protect data transmission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
New security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Centralized administration tools identify security risks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Reduced open firewall ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Expanded cross-platform support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Secure Remote Control for IT Support Organizations
Executive summaryInformation technology (IT) professionals today are expected to support a growing number ofusers, many working remotely, who are using increasingly complex hardware and softwaresystems. At the same time, IT budgets are being curtailed. Support organizations need a way ofeffectively handling the increased workload. Remote control software, which allows a help desk technician to assume control of a user'sPC or an unattended server over a network, has proven to be a cost-effective way of providingremote support. With remote control software, call time is reduced and first-call resolution isimproved, allowing the help desk to handle more calls with the same number of, or even fewer,help desk technicians. Upgrades, conversions, and installations can be handled uniformlythroughout the organization. And timely, accurate problem resolution results in greater customersatisfaction with the support process.While the benefits are significant, some organizations have expressed concern that remotecontrol software could expose data on individual PCs or the corporate network to unauthorizeduse. Addressing security requirements in the areas of authentication, authorization and accesscontrol, perimeter and data transfer security, and administration could allay these concerns. Thispaper examines how remote control products provide a cost-effective help desk tool and definesnecessary security requirements for these products. The paper then outlines the features ofSymantec pcAnywhereT 12.0, Symantec's remote control solution.Symantec pcAnywhere 12.0 is the world's leading remote control solution with ... [download for more]