Robust remote desktop management across the enterprise Tivoli Remote Control is easy to deploy and maintain. Plus it includes several search facilities for locating targets, users, and audit and recording information for a given session, providing a quick connection to the target workstation or the audit information relevant to any given session. Firewall support Tivoli Remote Control supports firewall security practices and works over firewalls with the least amount of intrusion — without requiring the installation or configuration of any other components. Enhanced security Tivoli Remote Control provides several security features, including: • Full datastream encryption for all communications and file transfers between controllers and targets. • Enhanced central logging to track session information including controller ID, target host name, session policies, and auditable events such as user acceptance, file transfer operations, session mode changes and chat transcripts. • Automatic session logoffs due to administrative inactivity. • A configurable option that allows users to grant remote takeover sessions. • The capability to capture a video recording of the sessions. IBM Tivoli Remote Control Highlights Enables organizations to remotely manage thousands of PCs and servers from a central location Allows PC problems to be resolved remotely, helping to reduce expensive onsite visits by IT staff Enhances security with centralized logging and session video recordings Offers new session modes, including Guidance, File Transfer and Chat Facilitates collaboration and escalation processes, for improved problem resolution Supports firewall security practices and works over firewalls with the least amount of intrusion Features an improved Java™ console that can enhance IT productivity Provides Active Directory/Lightweight Directory Access Protocol (AD/LDAP) authentication and data synchronization Provides customizable reporting capabilities Includes support for Microsoft ® Windows Vista Centralized control IBM Tivoli ® Remote Control gives you the ability to remotely support and control thousands of PCs and servers — on an enterprise scale — from a central location. Using the Tivoli Remote Control administration Web interface, you can view and control a remote desktop, including its keyboard and mouse, anywhere on your network. You can also chat, transfer files, remotely guide the users, administer the policies to be applied to different users and target groups, and much more. These features can help provide more efficient and effective analysis of user problems from the administrator’s desktop, without the added cost of dispatching a technician or relying on user descriptions over the phone. Tivoli Remote Control can help deliver better support, more flexibility, and richer security, with robust features that include enhanced central logging and video capture of the sessions and full datastream encryption.
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Robust remote desktop management across the enterprise
Session Parametersare pulled from the server and based on the
target/user group relationship
User Roles Audit Records
TargetProfiles
Active Directory,Tivoli Directory
Server and other LDAPv3 compliant
products
IBM Tivoli Remote Control allows you to monitor and control thousands of PCs and servers from a central location, with easy access to information on targets, users and session activity.
�
Centralized session tracking
Tivoli Remote Control provides
centralized session tracking, which
can help you create statistical, service-
level agreement or security reports.
You also can customize the target to
log events into Microsoft Windows®
Event Logger or into Linux® system
logs, including the date and time
of connection and disconnection,
controller and target user names,
policies applied to the session, type
of session established (and any
changes made to it during the session),
the network addresses of the target and
controller computers, chat transcripts,
and video recording for the session,
if available.
Quick system connectivity
To help you connect quickly to the
right target, Tivoli Remote Control
provides a Web interface that allows
access to an automatically updated
and searchable list of target system
hostnames and IP addresses. You can
establish a remote session by simply
clicking the target. Before a target can
be accessed by any user in the system,
a relationship has to be established
between the user group and the target
group, along with the policies that will
apply to the session specified for this
relationship. Only an administrator can
modify the policies that apply to a
given relationship.
Collaboration—Lets you invite other
participants to an existing session in
order to obtain further support or for
training purposes.
Reporting—Lets you create and
customize existing reports to monitor
Tivoli Remote Control usage and
generate other statistics relevant to
your organization.
A session mode switch allows you
to change from one session mode to
another without having to restart the
session, as long as the policies allow
it. Users can change session status or
terminate a session at any time.
Policy-based authorization
To protect access to a workstation
session, Tivoli Remote Control provides
policy-based functionality that lets you
establish policies that are centrally
defined, managed and stored. Policies
are applied to a user/target group
relationship.
Multiple-language support
Tivoli Remote Control supports
Chinese, Czech, English, French,
German, Hungarian, Italian, Japanese,
Korean, Polish, Portuguese, Russian
and Spanish. This multiple-language
support includes instances where the
administrator and the end user have
different keyboards. For example,
an administrator using a Japanese
keyboard can support an end user with
an English keyboard.
Tivoli Remote Control in action
In addition to providing robust remote
control functionality, Tivoli Remote
Control has advanced features that
enhance your security and compliance
efforts, support your training program
and help reduce your service delivery
costs. The following scenarios show
how Tivoli Remote Control can address
these business needs.
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Facilitating the training of help
desk personnel
Proper training of new help desk
agents is critical in order to prevent
mistakes that cause compliance
problems or business interruptions.
On-the-job experience is often an
important part of the training program.
During this period, it may be necessary
to limit an agent’s authorization rights
until he or she is fully trained. It can
also be valuable to capture the actions
an agent takes during a help session,
so that the actions can be evaluated
later. Tivoli Remote Control provides
the capabilities to support these
training needs.
• Authorizationscanbedifferentiateddepending
ontheindividualagent’sskilllevel,reducingthe
riskofmistakesandbusinessinterruptions.
• Helpdesksessionscanberecordedand
replayedfortrainingpurposes,helping
organizationsprovideatrainingexperience
thatiscustomizedfortheindividual.Targeted
feedbackhelpsreducetrainingtimeandcosts.
Creating an audit trail of access to
sensitive information
End users who call in to the help
desk may have sensitive data on their
computers, such as financial data,
human resources records, or medical
files. It is important for an organization
to be able to prove that sensitive data
has not been compromised—that
unauthorized help desk personnel
have not had access to restricted
data during a support session where
the remote control feature was used
to access a user’s computer. Tivoli
Remote Control supports compliance
efforts and helps keep access to
sensitive data secure.
• Securitypoliciescanbesettoensurethat
allsessionsarerecordedautomaticallyforaudit
purposes,orthatsessionsonspecificend-user
machinesarerecorded.Asaresult,anaudit
trailisreadilyavailableforcomplianceor
securitychecks.
• Policiescanalsobesettolimittheactionsthat
canbetakenonanend-usermachine,sothat
machineswithsensitivedatacanbeprotected.
• Auditlogsarekeptbothcentrallyandlocallyto
helppreventtampering,addinganotherdegree
ofauditstrength.
Reducing service delivery costs through
efficient problem solving
In today’s complex enterprise
application environments, it can be
difficult for an end user to determine
the root cause of a problem. After
an initial assessment by a help
desk agent, it may be necessary to
collaborate with peers or experts, or to
escalate problem resolution to another
agent. Tivoli Remote Control enables
enhanced collaboration, facilitating
problem solving processes and helping
reduce service delivery costs.
• Helpdeskagentscangivecontrolofaproblem
toanotheragent,orrevokecontrolasnecessary.
Thishand-overcanbedonewithoutre-opening
thesession,expeditingproblemresolution.
• Multiplehelpdeskagentscanusebuilt-in
collaborationcapabilitiestoresolvecomplex
problemsthatrequireinputfrommultiple
sources,providingtheuserwithaseamless
problemresolutionexperience.
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Supported platforms:
Remote Control Server
• IBM AIX® 5.2 or 5.3
• Sun Solaris 10
• Red Hat Linux 4.0 (Intel® x86)
• Red Hat Linux 5.0 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 9 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 10 (Intel x86 and AMD/eMT 64 bit)
• Microsoft Windows 2000 Server
• Microsoft Windows 2000 Advanced Server
• Microsoft Windows Server 2003 Standard R2 (32 and 64 bits)
• Microsoft Windows Server 2003 Enterprise R2 (32 and 64 bits)
Remote Control Target
• Windows 2000 Server
• Windows 2000 Advanced Server
• Microsoft Windows XP
• Windows Server 2003 Standard R2 (32 and 64 bits)
• Windows Server 2003 Enterprise R2 (32 and 64 bits)
• Windows Vista
• Red Hat Enterprise Linux 4.0 (Intel x86)
• Red Hat Enterprise 5.0 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 9 (Intel x86)
• SUSE Linux Enterprise Server 10 (Intel x86 and AMD/eMT 64 bit)
Remote Control Controller
Any platforms that support either of the following JRE versions:
• Sun 1.5 or 1.6
• IBM 1.4 or 1.5
And either of the following browser versions:
• Mozilla Firefox 1.5 or 2
• Microsoft Internet Explorer 6 or 7
Other requirements:
Tivoli Remote Control 5.1 offers a default, out of the box, installation that does
not require any other software. This installation will deploy Tivoli Remote Control 5.1 server
on Embedded WebSphere® Application Server 6.1 and Derby 10.2. Alternatively, manual
installation is supported for the following middleware.
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