Remote IT Management (RITM)
Product Specifications
The One4Support Remote IT Management System (RITM) is a remote desktop and server management platform that integrates key IT management functions within a single web-based solution.
It provides for proactive management and security of computers, their applications and data, and the network connection they utilize to reach the Internet. The features themselves cover a range of capabilities, including: audit and inventory management; remote application installation; network, file and application security, remote control and NT event log processing. Email alerts can be triggered on any event from the feature list. Additionally a rich set of reports can be run as needed.
Remote IT Management Solutions
The One4Support solution provides essential tools for supporting networked PCs at businesses of all sizes and types:
- Audit and Inventory Management
- Installation and Configuration
- Patch Management
- System Monitoring
- Event Log Reporting & Alerts
- Help Desk & Trouble Ticketing
- Remote Control & FTP
- Chat
- Policy Management and Protection
- Integrated Reporting
- Scripting
These features are integrated into a scalable and flexible platform. The innovative architecture of the One4Support Remote IT Management System (RITM) gives the IT professional the ability to deliver these management services to computers that are behind firewalls - even when the management console itself is behind a firewall. Moreover, the sophisticated yet unobtrusive security system insures that only authorized administrators get system access. The secure encrypted communication infrastructure between the agent and the server is highly efficient, built to conserve bandwidth and insure privacy. In fact, it was designed to work across all available bandwidth options, from dial-up to high-speed network interfaces, and across wired or wireless topologies.
Audit and Inventory Management
Recurring audits capture the following:
- Inventory of all hardware including CPUs, PCI cards, memory, drives, and printers
- Inventory of all installed software, including versions numbers and license codes
- Network settings including local IP address, gateway IP address, DNS, WINS, DHCP, and MAC address
Installation & Patch Management
The installation facility provides:
- Installation of applications via administrator-defined scripts
- Support for all standard installation programs
- Built-in wizards generate scripts to automatically deploy patches and applications
- The Packager captures system changes resulting from product installations, desktop optimisation, and customisations. It "packages" them in one convenient self-extracting file ready for automated distribution
Help Desk and Trouble Ticketing
- Complete, integrated trouble ticketing system
- Tickets entered/modified by administrators and/or users
- The policy based notification system alerts you to new and/or modified tickets
Remote Control, FTP, Chat
- View and operate managed machines as if they were right in front of you simply by clicking its machine ID.
- Automatically connects the administrator to the remote computer independent of any gateway or firewall configurations, even behind NAT.
- Manual Control allows you to help remote machines even without a One4Support agent.
- Policy settings allow users to block remote control or require administrators to ask permission before accessing a machine.
- Integrates four best of breed remote control packages: WinVNC, pcAnywhere (Symantec), RAdmin (Famatech), or Terminal Server (Microsoft)
- FTP with Windows Explorer for that familiar drag and drop file management interface.
- Web-based chat system allows administrators to chat with other administrators and/or users without port mapping.
Policy Management and Protection
The One4Support solution provides multiple levels of policy management and protection:
- File protection insures the integrity of critical files
- File access policy selects which applications have access to which files on which computer.
- Network access policy allows approval or disapproval of network access by application and by computer.
Event Log Monitoring
- Capture all NT event logs.
- Generate alerts on NT event log entries
- Programmable email alerts provide instant notification of system problems
- Alerts on any change to audit results.
System Monitoring
Programmable email alerts provide instant notification of system problems or state changes.
Alert when:
- Any system goes offline
- A user disables remote control
- Any application is added or removed from a machine
- Hardware configuration changes
- On low disk space
- Event log errors reported
- Protection policy violation occurs
- Script fails execution
- LAN Watch constantly monitors the network and alerts you when any new device appears on the network.
Reporting
Generate reports on any or all activities related to the managed computers
Disk utilization report shows size and remaining free space at a glance
Update Report graphically displays machine usage history
H/W and S/W audit reports
Network statistics reports provide information on the aggregate network bandwidth, measured by time, user and application.
Offers both tabular and graphical representations of information.
Scripting
Rich scripting facility automates task for the administrator
Works in concert with the Windows Scripting Host and custom applications
Pull-down menu and "fill-in-the-blank" interface enables even a novice to create scripts.
One4Support RITM Services
Step by step
Installation
For all new customers, interested in subscribing to our services, the One4Support partner provides One4Support with a Fact Finder Sheet, and requests One4Support to conduct a Health Check scan on the server / systems customer wishes to be supported.
This requires the installation of the One4Support software agent on those systems. One4Support installs the agent only when the One4Support partner is present on-site.
The One4Support partner connects to the secured section of the One4Support internet site, from where the agent can easily be downloaded to be installed on the designated systems.
Upon installation of the agent, One4Support has remote access to those systems, and the Health Check will be configured and the scan started. The time required to perform a Health Check scan depends largely on system performance and number of systems in the network. One4Support recommends to scan systems during one week. A built-in wizard generates scripts to automatically deploy patches and applications.
The Health Check scan provides One4Support with a perfect overview of the actual condition and health of the network and its computer systems. Based on the scan details, One4Support can compile a comprehensive and detailed Health Check Report, including recommendations to improve performance and security.
To allow One4Support to provide the highest level of remote support service, we insist that customer server / systems and network configurations comply with minimum levels of hardware, software, and configuration requirements as outlined in the applicable Service Level Agreement (SLA) .
Upon signature of the RITM orderform, One4Support immediately starts the support and service on the contracted systems.
Helpdesk & Trouble Ticketing
With the icon for the installed agent, found in the lower left corner of the screen, users immediately have access to our web-based ticketing system. Users do not need IT knowledge to enter a trouble ticket. With a click of the mouse button, they can create a ticket and report a problem, ask a question, and send it to our Support Team.
As soon as the ticket is received, it is placed in a database on the One4Support server, and is assigned to one of our IT Specialists for response and resolution. A policy based notification system alerts user, as well as his One4Support Partner to new and/or modified tickets. One4Support partners also have the possibility to modify and respond to ticket messages entered by users and / or One4Support Specialists.
