You might be interested in Goverlan Remote Control - you can use it to connect
to a VM without user intervention - you can also use it in a 'view-only' mode
(no remote control of PC).
- Chris Baio
> Date: Mon, 2 May 2016 17:14:58 -0700
> Subject: Re: [NTSysADM] Looking for some ideas
> From: kurt.b...@gmail.com
> To: ntsys...@lists.myitforum.com
>
> Comments in-line...
>
> Kurt
>
> On Mon, May 2, 2016 at 4:08 PM, Sean Martin <seanmarti...@gmail.com> wrote:
> > Sounds like the install base of your product is growing large enough to
> > warrant a single remote access solution.
>
> If only we could make it so - the method of initiating contact (VPN
> client, etc.) are dictated by the customers.
>
> > What kind of activities are
> > performed by your Support personnel?
>
> Our support staff troubleshoot and configure complex systems, which
> range from Computer Aided Dispatch systems to various Call Taking
> systems.
>
> > Are they able to access the remote
> > sites without coordination from the customer, or does it usually require a
> > resource to activate and monitor the remote connectivity?
>
> The customer opens a ticket, any time, night or day, and we reach out
> and touch their systems - almost never is the connection set up by the
> customer staff opening the ticket.
>
> > If the latter, sounds like you'd be better served by hooking up with WebEx,
> > GoToMeeting, etc., so you have a single mechanism for providing remote
> > support.
> >
> > If that doesn't work, there are other remote connectivity solutions that are
> > more "agent" based that would support wake-up functionality, so your support
> > personnel could access the endpoint without on-site coordination (if the
> > customer allows).
>
> Customers don't allow. These systems are usually in the Public Safety
> space, and are extremely paranoid in many cases. I don't really have a
> problem with that. :)
>
> > IMO, I'd start pushing for a single supported solution for future
> > deployments rather than relying on the customer's current capabilities. We
> > work with a couple of software vendors that require the deployment of their
> > remote access software for support.
>
> This is not likely to happen - see below.
>
> > Since you're dealing with multiple OS', you may have difficulty identifying
> > a single solution to manage all of your patching, AV, software update
> > requirements.
>
> The support workstations will be standardized, once I provide them
> with a solution. Even now, they are all Windows. The customer
> equipment, however, is often a mix of Windows and embedded devices,
> usually CentOS. Support staff use a range of tools, including Putty,
> PCAnywhere, software developed by us, etc.
>
> > You might need to look at something like Puppet that would
> > allow you to automate various tasks against varying OS', but that would
> > probably require a significant amount of scripting on your part.
> >
> > Just my .02.
> >
>
>
