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ITIL :: View topic - Best audit tool for remote audit?
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Best audit tool for remote audit?

 
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Stoltenberg
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PostPosted: Thu Sep 23, 2010 6:54 pm    Post subject: Best audit tool for remote audit? Reply with quote

Hello fellow servicedesk representatives.

I have been looking for an audit tool for windows that lets me remotely do anything to the user's computer, like install a printer, remove a service, view the local C:-drive etc, so that I don't have to remotely view their screens.

Any suggestions?
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Stoltenberg
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PostPosted: Thu Sep 23, 2010 6:58 pm    Post subject: Reply with quote

please move this to the servicedesk forum Sad
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UKVIKING
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PostPosted: Thu Sep 23, 2010 10:00 pm    Post subject: Reply with quote

This is more a question for a Microsoft techincal forum than for this ITIL non technical forum

There are probably tools that will allow this that for this

But, they usually not free, and moe than likely require an agent installed on the remote system
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John Hardesty
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Stoltenberg
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PostPosted: Thu Sep 23, 2010 11:01 pm    Post subject: Reply with quote

I was more interested in what the other servicedesk reps are using, and what they think are the best ones.
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UKVIKING
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PostPosted: Thu Sep 23, 2010 11:46 pm    Post subject: Reply with quote

Again

This is an ITIL forum - not a technical nor a tool forum. My point still stands

Also, some / more than one / less than all Service Desks would farm this work out of the Service Desk and to a support group that would be dedicated to that O/S, platform or application

some / more than one / less than all service desks dont do that level of support

The support team uses RDP which does emulate some else's machine
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John Hardesty
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Stoltenberg
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PostPosted: Thu Sep 23, 2010 11:56 pm    Post subject: Reply with quote

OK. I am sorry.
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UKVIKING
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PostPosted: Fri Sep 24, 2010 1:38 am    Post subject: Reply with quote

Stoltenberg

It is nothing to be sorry about. You asked a question which you wrote out quite well

The problem is that there maynot be an answer that would satisfy the question

Using remote tools / applications to update / add things to a laptop / desktop / etc can raise all sorts of issues and concerns

from a security point of view
from a change / release mgmt point of view
from a service usage point of view

Most companies - like the one I am at now - using Microsoft Active Directory and there are Microsoft centric tools to update / install software, configure things - printers, network drives, etc - as part of start up scripts - from within AD and the specific domains.

Thing is, while some if not most have had exposure, you need to talk with technical types - AD, AD scripts, wintel MCSE types and specialist. These you would find more likely at a microsoft forum or even technet

Note: there is nothing wrong in asking questions. The answers however, may not always match
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