RE: Taking control of user's desktops

["Reece, Terry" <terry.reece () nmci-isf com>]

What kind of budget are you looking at? Also, what is the desktop OS? Windows XP has the remote assistance feature with 
which authentication can be controlled by Acive Directory. If you're a purely Windows shop, you could use SMS as well, 
which has other useful features on top of just remotely controlling. If you're not using that environment, I have seen 
implementations of Tivoli which seem to work fairly well, although I'm not a big fan of it. As far as VNC goes, I have 
never used it. 

-----Original Message-----
From: Marty [mailto:groupecci () yahoo ca]
Sent: Wednesday, February 09, 2005 7:40
To: security-basics () securityfocus com
Subject: Taking control of user's desktops


Hi,

My client's help desk requests for support is
growing, with more than 1,000 users its
understandable. 

We need to find a software (not an outsourced
service) that will permit the technicians to take
control of the user's desktop for support
purposes.  The user MUST agree to the technician
taking control or even «peeking» at his desktop.

We've looked at a few but my concern is with
overall security.

We used to have VNC installed on a few machines a
couple of years ago but we removed it.

Is the latest version of VNC sufficient (security
wise)?

Can you share your experience with us please?
Suggestions or comments welcomed.

Thanks!

Marty

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