ITIL Compliance
Align Your Helpdesk with ITIL Service Operation Guidelines
ITIL is the guideline that was developed by the OGC (Office of Governance Commerce) in the UK on behalf of the British government. Today, ITIL is the de-facto global standard in the area of Service Management, and contains a comprehensive and publicly available technical documentation for the planning, provision and support of IT services.
The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification.
Service Operation Volume
The Service Operation volume embodies practices in the management of Service Operations. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. PROXY Pro 7 remote access software enables IT departments to meet ITIL compliance with important key features such as:
Compliance Details
| Event Management Monitors all events that occur through the IT infrastructure to allow for normal operation and also to detect and escalate exception conditions | |||
| Workstation Edition | Gateway Edition | ||
|---|---|---|---|
| Centralized Dashboards | Monitor dashboards with real-time status of connections, recordings |  | |
| Centralized Triggers | Set triggers to monitor security events such as logon attempts | | |
| Centralized Alerts | Generate emails and/or initiate screen recordings when alerts are triggered | | |
| Incident Management Concentrates on restoring the service to users as quickly as possible, in order to minimize business impact | |||
| Workstation Edition | Gateway Edition | ||
| Remote Management | Use PROXY Pro Remote Management capabilities to perform real-time maintenance on attended and unattended remote computers | |
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| Centralized Network Access Point | Reach remote computers on the road or at home, even if they are behind firewalls or NAT-devices | | |
| Problem Management Involves root-cause analysis to determine and resolve the cause of events and incidents, proactive activities to detect and prevent future problems/incidents and a Known Error sub-process to allow quicker diagnosis and resolution if futher incidents do occur | |||
| Workstation Edition | Gateway Edition | ||
| Windows Event Log | Store details of connection-related activities in Windows Event Log of each remote computer | |
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| Centralized Audit Log | Store details of remote access, remote control and remote management activities for all remote computers in centralized audit log | | |
| Centralized Recording | Record one or more remote desktops concurrently, even if there is no active connection | | |
| Request Fulfillment Involves the management of customer or user requests that are not generated as an incident from an unexpected service delay or disruption. | |||
| Workstation Edition | Gateway Edition | ||
| Remote Control | Resolve support issues collaboratively with end-users and/or other technicians | |
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| Access Management Grants authorized users the right to use a service, while restricting access to non-authorized users. | |||
| Workstation Edition | Gateway Edition | ||
| Windows Authentication | Use strong authentication for Proxy users trying to reach remote computers inside the same domain | |
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| Shared-secret Authentication | Use proprietary Proxy authentication for Proxy users trying to reach remote computers outside the domain, on the road or at home | | |
| Centralized SSL Authentication | Use SSL certificates for strongest possible authentication for Proxy users trying to reach remote computers inside or outside the domain | | |
| Customizable Authorization | Create role-based access control policies based on fine-grained permissions (e.g. enable/disable input control, enable/disable file transfer, etc) and apply to specific remote computers | |
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| Centralized Authorization | Create role-based access control policies and apply to a logical group or groups of remote computers | | |
| Access Restrictions | Restrict access to remote computers by IP address, IP address range and/or time zone | |
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| View-only Mode | Suppress keyboard/mouse input on remote computer | |
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Editions
Workstation Edition Gateway Edition Screen Recording Edition SDK EditionSoftware Modules
Remote Access Remote Control Remote ManagementCompliance
HIPAA ITIL GLBA FIPSResources
Datasheet (PDF) ROI White Paper (PDF) FAQs Testimonials
From Our Customers"Proxy allows me to connect with my users and solve their problems immediately, instead of travelling to their location which eats up valuable time. It also lets me provide training remotely for new and existing customers. I am able to perform maintenance afterhours without user interaction at all our remote locations. I am satisfied enough so that I have recommended the product to several other companies which are now Proxy users."
"Watson Realty Corp has offices located throughout North and Central Florida and South Georgia with over 1100 workstations and 1600 agents. With Proxy Pro, we can give immediate software and hardware support. Proxy Pro has proven to be a essential tool and our investment has been returned several times over by reducing the amount of time that I have to send technicians onsite."
"The new remote management software tools in PROXY Pro are very convenient to use. It is very useful to be able to make repairs on-the-spot, without having to make any security exceptions or asking the user to log-off."
"PROXY Pro has a small footprint, doesn't conflict with any other software we use, works over a wide variety of bandwidths and is incredibly simple to use. It's everything an IT professional wants in a software program."
"We switched from PCAnywhere to PROXY Pro Gateway because it's a better tool for remote control. It functions more efficiently and allows us to easily maintain centralized management of our firm's remote control - I highly recommend it!"
"With PROXY Pro Gateway, I have absolute control over security and access policies - the product is so easy to implement and provides excellent value."
"PROXY Pro Gateway is an excellent product for remote access and control - it's been a great tool to have for our department."
"Gateway edition is completely reliable. It's very fast, even on limited bandwidth networks - and it's a breeze to find users with the centralized administration provided by the Gateway component."
"We absolutely love PROXY Pro. It's dependable, does what it's supposed to do, and its professional capabilities make it far more useful than Windows RDP."
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About UsProxy Networks, Inc., is a leading provider of remote desktop software and remote collaboration software for help desk technicians, network administrators and IT managers. PROXY Pro, our flagship remote desktop software solution, is used by thousands of customers every day to provide remote PC access to millions of desktops, servers and mobile devices around the globe. |
PROXY Pro 7 is Here!
PROXY Pro 7.0 Remote Desktop Software provides remote access and remote control of Windows 7, as well as Mac and Linux computers. |
