How great it is these days to support the users remote, and with the tools we have today - much more successful. Desktop support can shadow users and see their desktop, see the errors, help troubleshoot. Cool technology.
The email I got last week was asking more around the policy regarding remote desktop support. Directly around this shadow technology. The question was around desktop support should or should not announce to the user when they are going to shadow a user. Regardless if it is Citrix or the desktop, should there be a dialogue box at all times asking the user to accept the shadow session.
I have gotten this question a few times, and with different angles, but it does come down to appropriate use of this technology. It is not a clear line between "monitoring" and "support" so we have to make the line very clear.
If you as an organization is going to radomly monitor users, you must have a policy that clearly sets the expectaion around monitoring internet usage, desktop usage, and that it may include real time shadow capabilities. This is a slippery slop in my opinion and really builds distrust. Reviewing logs to see web usage is one things, silent shadow of desktops is another.
I would like to see a dialogue box come up to announce that support is looking at the desktop and give the user the ability to accept or deny the session. I think that is the appropriate use of the technology for support of the user. It builds professionalism, trust, and a positive experience.
So, I would make sure your policy for support staff clearly states the expectation, but make sure the technology is configured to enforce your policy. I would also communicate to your users the expectation and professional approach you are going to take as a IT team to support them. I have some real issues when IT staff start to extend their professional boundry (like reading emails, unannounced shadow sessions, history files, etc) - just because you can do it does not mean you should do it. Professionalism needs to be in IT at all times, and respect of others. You are data stewards, you don't own the data, nor the systems. The business is the owner.
Keep it positive!
Scott Arnett
scott.arnett@charter.net
About Me
- Scott Arnett
- Scott Arnett is an Information Technology & Security Professional Executive with over 30 years experience in IT. Scott has worked in various industries such as health care, insurance, manufacturing, broadcast, printing, and consulting and in enterprises ranging in size from $50M to $20B in revenue. Scott’s experience encompasses the following areas of specialization: Leadership, Strategy, Architecture, Business Partnership & Acumen, Process Management, Infrastructure and Security. With his broad understanding of technology and his ability to communicate successfully with both Executives and Technical Specialists, Scott has been consistently recognized as someone who not only can "Connect the Dots", but who can also create a workable solution. Scott is equally comfortable playing technical, project management/leadership and organizational leadership roles through experience gained throughout his career. Scott has previously acted in the role of CIO, CTO, and VP of IT, successfully built 9 data centers across the country, and is expert in understanding ITIL, PCI Compliance, SOX, HIPAA, FERPA, FRCP and COBIT.
Monday, June 4, 2012
Friday, June 1, 2012
Personal Devices - Really?
I find it interesting how all the hype around IT consumerization, or BYOD (bring your own device) continues on. What is most interesting is no one addresses the support and ownership of the device.
If Sally wants to bring her iPad into work to use for a PowerPoint presentation, and she can not get it to connect to the network, finds it difficult to put the family photo folders aside, is that IT's problem? Sally owns the device, wants to use the device for work - should she not support the device and have the knowledge to troubleshoot the device? If she can't get her personal device to work, should she go to Best Buy or Fred's computer service and pay for it? How far should IT have to go? Should the company provide free IT support for non-company owned devices?
Many IT shops are not prepared for the bring you own device challenges, and they are not handling it well. Management is buying or listening to some of the nuts out there that say we have to do this. Really? Since when do you have to do it? Should the employee come to work with the expectation that the company will support or fix their personal devices? I don't think so. You own it, you want to use it, you support it. If you don't have the knowledge or the desire to learn, then you find a resource to pay to do the support. If you can't afford it, and don't learn the support - then use the company provided devices.
Keep in mind, you need to address the software license issues with your personal device. If you load software on your personal device, you better own it. More so, if you are using it for work, and it is not a legal copy, you put the company at risk as much as yourself. Your device, your responsibility.
One more thing, backup of the personal device is your responsibility. Get a cloud based backup service for your devices, and backup regularly. It is not the IT teams responsibility to do your backups and data protection.
So, are you really ready to bring your own device to work? You really understand wireless? Troubleshoot applications? Take some computer classes, and learn more about the device you want to bring to work. This is one area the IT shops can step up, and offer some lunch 'n' learns and night classes on basic computer troubleshooting and configuration. Employees need to have the expectations clearly set up front, in writing and have them sign on the support, security and confidentiality agreement of a BYOD program.
Not all consumer based computer devices are fit for work. They are not intended for work or the enterprise.
Keep it positive!
Scott Arnett
scott.arnett@charter.net
If Sally wants to bring her iPad into work to use for a PowerPoint presentation, and she can not get it to connect to the network, finds it difficult to put the family photo folders aside, is that IT's problem? Sally owns the device, wants to use the device for work - should she not support the device and have the knowledge to troubleshoot the device? If she can't get her personal device to work, should she go to Best Buy or Fred's computer service and pay for it? How far should IT have to go? Should the company provide free IT support for non-company owned devices?
Many IT shops are not prepared for the bring you own device challenges, and they are not handling it well. Management is buying or listening to some of the nuts out there that say we have to do this. Really? Since when do you have to do it? Should the employee come to work with the expectation that the company will support or fix their personal devices? I don't think so. You own it, you want to use it, you support it. If you don't have the knowledge or the desire to learn, then you find a resource to pay to do the support. If you can't afford it, and don't learn the support - then use the company provided devices.
Keep in mind, you need to address the software license issues with your personal device. If you load software on your personal device, you better own it. More so, if you are using it for work, and it is not a legal copy, you put the company at risk as much as yourself. Your device, your responsibility.
One more thing, backup of the personal device is your responsibility. Get a cloud based backup service for your devices, and backup regularly. It is not the IT teams responsibility to do your backups and data protection.
So, are you really ready to bring your own device to work? You really understand wireless? Troubleshoot applications? Take some computer classes, and learn more about the device you want to bring to work. This is one area the IT shops can step up, and offer some lunch 'n' learns and night classes on basic computer troubleshooting and configuration. Employees need to have the expectations clearly set up front, in writing and have them sign on the support, security and confidentiality agreement of a BYOD program.
Not all consumer based computer devices are fit for work. They are not intended for work or the enterprise.
Keep it positive!
Scott Arnett
scott.arnett@charter.net
Subscribe to:
Posts (Atom)