SMS vs. PCAnywhere as a helpdesk tool

[Guest_imported]

My company is implementing SMS, and our first level helpdesk is looking into possibly using SMS as a tool for troubleshooting and possibly software installs. As they are first level, they will obviously not be utilizing the entire package. My question is, is it worth the effort to implement SMS for such limited reasons? I have heard that SMS is slow and I'm wondering if it would be better if we just use PCAnywhere.

 

[epohl]

NO! I would not implement just for the remote control feature (I assume that is what you are referring to). If it is just remote control you want there are pacakges that are easier and cheaper such as PCAnywhere and WinVNC.

 

[Guest_imported]

The helpdesk would not be absorbing most of the cost- other IT groups will be utilizing more of SMS than we would and they have already decided to buy it. We thought that if it's already purchased, we might be able to use it. So I guess what I'm wondering is, as far as a remote tool is concerned, how does it stand up in regard to speed, etc. in comparison to other remote tools?

 

[epohl]

The remote control is definitely slower than WinVNC and PCAnywhere but it is definitely fast enough to be usable and a very good troubleshooting tool. If they are going to implement it I would definitely have the help desk use it rather than trying to implement another product just for remote control.

 

[Jpoandl]

Hi,

There is a higher level of security when using SMS 2.0 remote control.

I have a few servers that have both the SMS 2.0 remote control client and PC-Anywhere running. The two products do not seem to conflict with one another....this surprised me because I have had problems with LANDESK remote control and SMS remote control.

In my environment we do not have any remote control performance problems using the SMS remote control. (Although, I think it is slightly slower than PC Anywhere.) Joseph L. Poandl
MCSE 2000

 

[Schoenberg]

If you are opertaing in a high-security environment, then you will want to use SMS Remote Control rather than the other tools available. One reason is that SMS 2.0 has several layers of security for remote control.

The first layer (which most tools have) is that it prompts the user before the session begins. This allows the user to close any sensitive documents opened _{(but it still allows the Remote Controller to re-open them!)}

The second layer (which most other tools do not provide) is NT group membership-based security to access the remote control feature in the first place. This is accomplished (this only applies to secure environments) through a "Permitted Viewers" list that you add any users that are allowed to Remote Control computers on your network.

Another reason to use SMS is that SMS 2.0 logs the usage of the remote control session for you to audit or investigate. Other tools are pure point-to-point solutions that aren't technically secure. If you can purely rely on your users descretion for security (in other words, if you have an in-secure environment), then one of the other tools is sufficient. I think that WinVNC is even freeware, right?

Another thing about the SMS remote tool....if you have a large helpdesk that will use the tool, then the SMS admin console has serious limitations. Mainly a steep learning curve and the lack of easy searching capability. There is an easy way to get around this, though, because SMS created a way to run the Remote Tools feature without using the SMS MMC (although the MMC must be installed on the workstation). If you have a site up and running and the admin console installed, simply run REMOTE.EXE and check it out.