IBM Tivoli Remote Control - Boston Technologies Inc.

Robust remote desktop management across the enterprise
IBM Tivoli Remote Control
Centralized control
Tivoli Remote Control is easy to
IBM Tivoli® Remote Control gives
deploy and maintain. Plus it includes
you the ability to remotely support
several search facilities for locating
and control thousands of PCs and
targets, users, and audit and recording
servers — on an enterprise scale — from
information for a given session,
Allows PC problems to be resolved
remotely, helping to reduce
expensive onsite visits by IT staff
a central location. Using the Tivoli
providing a quick connection to
Remote Control administration Web
the target workstation or the audit
interface, you can view and control a
information relevant to any given
Enhances security with centralized
logging and session video
remote desktop, including its keyboard
You can also chat, transfer files,
Firewall support
Offers new session modes, including
Guidance, File Transfer and Chat
remotely guide the users, administer
Tivoli Remote Control supports
the policies to be applied to different
firewall security practices and works
Facilitates collaboration and
escalation processes, for improved
problem resolution
users and target groups, and much
over firewalls with the least amount
more. These features can help provide
of intrusion — without requiring the
more efficient and effective analysis of
installation or configuration of any
user problems from the administrator’s
other components.
Enables organizations to remotely
manage thousands of PCs and
servers from a central location
Supports firewall security practices
and works over firewalls with the
least amount of intrusion
Features an improved Java™
console that can enhance IT
and mouse, anywhere on your network.
desktop, without the added cost of
dispatching a technician or relying
Enhanced security
on user descriptions over the phone.
Tivoli Remote Control provides several
Tivoli Remote Control can help deliver
security features, including:
Provides Active Directory/Lightweight
Directory Access Protocol (AD/LDAP) authentication and data
better support, more flexibility, and
Provides customizable reporting
datastream encryption.
Includes support for Microsoft®
Windows Vista
richer security, with robust features that
include enhanced central logging and
video capture of the sessions and full
• Full datastream encryption for all
communications and file transfers between
controllers and targets.
• Enhanced central logging to track session
information including controller ID, target host
name, session policies, and auditable events
such as user acceptance, file transfer operations,
session mode changes and chat transcripts.
• Automatic session logoffs due to administrative
• A configurable option that allows users to grant
remote takeover sessions.
• The capability to capture a video recording of
the sessions.
Tivoli Remote Control includes, but is
not limited to, the following session
User Roles
Monitor — Lets you view the display
of the remote workstation and monitor
User and Group
User Authentication
Active Directory,
Tivoli Directory
Server and other
LDAPv3 compliant
Guidance — Lets you guide the end
user by providing several graphical
Controller logs on to RC GUI
Target reports at startup and state changes
Audit Recording
APP Server
target and provide specific instructions
to the user without any real intrusion.
Session Parameters
are pulled from the server and based on the
target/user group relationship
tools such as drawing and highlighting
that can be used to draw in the remote
Audit Recording
System configuration collection — Lets
Peer-to-peer session traffic
you collect important information about
the configuration of the remote system
IBM Tivoli Remote Control allows you to monitor and control thousands of PCs and servers from a central
location, with easy access to information on targets, users and session activity.
at the click of a button.
File transfer — Lets you transfer files
Improved IT productivity
Tivoli Remote Control also features a
and directories from the controller to
The Java-based console of Tivoli
Web-based user interface that provides
the target. This feature is available as
Remote Control allows an administrator
the ability to start a remote control
a session mode by itself, or as an in-
to access and take over any remote
session from a Web browser, allowing a
session feature.
system that has the IBM Tivoli Remote
virtual help desk to access any remote
Control agent installed, from any
session from any location, with 24x7
Chat — Lets you establish a direct
system that can access the Tivoli
remote control capability. This Web
communication channel between
Remote Control server. This improved
interface for Tivoli Remote Control
administrators and end users, helping
console helps speed up quality service
management and administration also
simplify operations. This feature is
delivery with easy-to-use menus, direct
enables administrators to centrally
available as a session mode by itself,
shortcuts to system options, recording
administer users and targets, associate
or as an in-session feature.
and auditing capabilities, remote
them in groups, and establish the
system information at the click of a
policies that should apply to sessions
button, and much more.
between them.
Collaboration — Lets you invite other
Centralized session tracking
Multiple-language support
participants to an existing session in
Tivoli Remote Control provides
Tivoli Remote Control supports
order to obtain further support or for
centralized session tracking, which
Chinese, Czech, English, French,
training purposes.
can help you create statistical, service-
German, Hungarian, Italian, Japanese,
level agreement or security reports.
Korean, Polish, Portuguese, Russian
You also can customize the target to
and Spanish. This multiple-language
Reporting — Lets you create and
customize existing reports to monitor
log events into Microsoft
support includes instances where the
Tivoli Remote Control usage and
Event Logger or into
generate other statistics relevant to
logs, including the date and time
different keyboards. For example,
your organization.
of connection and disconnection,
an administrator using a Japanese
controller and target user names,
keyboard can support an end user with
A session mode switch allows you
policies applied to the session, type
an English keyboard.
to change from one session mode to
of session established (and any
another without having to restart the
changes made to it during the session),
Tivoli Remote Control in action
session, as long as the policies allow
the network addresses of the target and
In addition to providing robust remote
it. Users can change session status or
controller computers, chat transcripts,
control functionality, Tivoli Remote
terminate a session at any time.
and video recording for the session,
Control has advanced features that
if available.
enhance your security and compliance
Policy-based authorization
administrator and the end user have
efforts, support your training program
To protect access to a workstation
Quick system connectivity
and help reduce your service delivery
session, Tivoli Remote Control provides
To help you connect quickly to the
costs. The following scenarios show
policy-based functionality that lets you
right target, Tivoli Remote Control
how Tivoli Remote Control can address
establish policies that are centrally
provides a Web interface that allows
these business needs.
defined, managed and stored. Policies
access to an automatically updated
are applied to a user/target group
and searchable list of target system
hostnames and IP addresses. You can
establish a remote session by simply
clicking the target. Before a target can
be accessed by any user in the system,
a relationship has to be established
between the user group and the target
group, along with the policies that will
apply to the session specified for this
relationship. Only an administrator can
modify the policies that apply to a
given relationship.
Creating an audit trail of access to
Facilitating the training of help
Reducing service delivery costs through
sensitive information
desk personnel
efficient problem solving
End users who call in to the help
Proper training of new help desk
In today’s complex enterprise
desk may have sensitive data on their
agents is critical in order to prevent
application environments, it can be
computers, such as financial data,
mistakes that cause compliance
difficult for an end user to determine
human resources records, or medical
problems or business interruptions.
the root cause of a problem. After
files. It is important for an organization
On-the-job experience is often an
an initial assessment by a help
to be able to prove that sensitive data
important part of the training program.
desk agent, it may be necessary to
has not been compromised — that
During this period, it may be necessary
collaborate with peers or experts, or to
unauthorized help desk personnel
to limit an agent’s authorization rights
escalate problem resolution to another
have not had access to restricted
until he or she is fully trained. It can
agent. Tivoli Remote Control enables
data during a support session where
also be valuable to capture the actions
enhanced collaboration, facilitating
the remote control feature was used
an agent takes during a help session,
problem solving processes and helping
to access a user’s computer. Tivoli
so that the actions can be evaluated
reduce service delivery costs.
Remote Control supports compliance
later. Tivoli Remote Control provides
efforts and helps keep access to
the capabilities to support these
sensitive data secure.
training needs.
• Help desk agents can give control of a problem
to another agent, or revoke control as necessary.
This hand-over can be done without re-opening
• Security policies can be set to ensure that • Authorizations can be differentiated depending
all sessions are recorded automatically for audit
on the individual agent’s skill level, reducing the
purposes, or that sessions on specific end-user
risk of mistakes and business interruptions.
machines are recorded. As a result, an audit • Help desk sessions can be recorded and
the session, expediting problem resolution.
• Multiple help desk agents can use built-in
collaboration capabilities to resolve complex
problems that require input from multiple
trail is readily available for compliance or
replayed for training purposes, helping
sources, providing the user with a seamless
security checks.
organizations provide a training experience
problem resolution experience.
• Policies can also be set to limit the actions that
that is customized for the individual. Targeted
can be taken on an end-user machine, so that
feedback helps reduce training time and costs.
machines with sensitive data can be protected.
• Audit logs are kept both centrally and locally to
help prevent tampering, adding another degree
of audit strength.
IBM Tivoli Remote Control 5.1 at a glance
Supported platforms:
Remote Control Server
• IBM AIX® 5.2 or 5.3
• Sun Solaris 10
• Red Hat Linux 4.0 (Intel® x86)
• Red Hat Linux 5.0 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 9 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 10 (Intel x86 and AMD/eMT 64 bit)
• Microsoft Windows 2000 Server
• Microsoft Windows 2000 Advanced Server
• Microsoft Windows Server 2003 Standard R2 (32 and 64 bits)
• Microsoft Windows Server 2003 Enterprise R2 (32 and 64 bits)
Remote Control Target
• Windows 2000 Server
• Windows 2000 Advanced Server
• Microsoft Windows XP
• Windows Server 2003 Standard R2 (32 and 64 bits)
• Windows Server 2003 Enterprise R2 (32 and 64 bits)
• Windows Vista
• Red Hat Enterprise Linux 4.0 (Intel x86)
• Red Hat Enterprise 5.0 (Intel x86 and AMD/eMT 64 bit)
• SUSE Linux Enterprise Server 9 (Intel x86)
• SUSE Linux Enterprise Server 10 (Intel x86 and AMD/eMT 64 bit)
Remote Control Controller
Any platforms that support either of the following JRE versions:
• Sun 1.5 or 1.6
• IBM 1.4 or 1.5
And either of the following browser versions:
• Mozilla Firefox 1.5 or 2
• Microsoft Internet Explorer 6 or 7
Other requirements:
Tivoli Remote Control 5.1 offers a default, out of the box, installation that does
not require any other software. This installation will deploy Tivoli Remote Control 5.1 server
on Embedded WebSphere® Application Server 6.1 and Derby 10.2. Alternatively, manual
installation is supported for the following middleware.
Application Server
• IBM WebSphere Application Server 6.1
Database Systems
• IBM DB2® v8.2 FP3
• DB2 v9.1
• Oracle 9
For more information
To learn more about IBM Tivoli
Remote Control, contact your IBM
representative or IBM Business Partner,
or visit
About Tivoli software from IBM
Tivoli software provides a set of
offerings and capabilities in support of
IBM Service Management, a scalable,
modular approach used to deliver
more efficient and effective services
to your business. Helping meet the
needs of any size business, Tivoli
software enables you to deliver service
excellence in support of your business
objectives through integration and
automation of processes, workflows
and tasks. The security-rich, open
standards-based Tivoli service
management platform is complemented
by proactive operational management
solutions that provide end-to-end
visibility and control. It is also backed
by world-class IBM Services, IBM
Support and an active ecosystem of
IBM Business Partners. Tivoli customers
and business partners can also
leverage each other’s best practices by
participating in independently run IBM
Tivoli User Groups around the world —
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