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 8 remote access software enables IT departments to meet ITIL compliance with important key features such as:
Compliance Details
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- Workstation Edition
- Gateway Edition
Event ManagementCentralized 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 ManagementRemote Management Use PROXY Pro Remote Management capabilities to perform real-time maintenance on attended and unattended remote computers Centralized Network Access Point Reach remote computers on the road or at home, even if they are behind firewalls or NAT-devices Problem ManagementWindows Event Log Store details of connection-related activities in Windows Event Log of each remote computer 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 FulfillmentRemote Control Resolve support issues collaboratively with end-users and/or other technicians Access ManagementWindows Authentication Use strong authentication for Proxy users trying to reach remote computers inside the same domain 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 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 View-only Mode Suppress keyboard/mouse input on remote computer
