LANDesk Desktop Management Suite
What is LANDesk?
As part of overall efforts to improve and expand centralized support for Webster's desktop computers worldwide, IT has implemented a product called LANDesk. LANDesk is a remote desktop management solution which allows our technical support staff to remotely perform a variety of support and service tasks for those desktops connected to the main campus LAN or the worldwide WAN that connects ninety-plus percent of our extended sites. These support tasks include:
- Keeping up with security patches and virus updates
- Installing and maintaining software on desktop computers
- Diagnosing and fixing system problems
- Keeping track of software licensing
- Performing helpdesk support through remote control features
- Maintaining hardware and software inventory information
LANDesk Management Suite improves the security and reliability of desktop computers in addition to increasing the efficiency and responsiveness of IT staff. LANDesk also allows IT to expand its scope of services without the need for additional full- or part-time staff.
The LANDesk Management Suite is composed of two main pieces: the server and the client. The server is housed in Webster University's central data center. The client piece is a small software program that runs on each computer. Sometimes referred to as an 'agent,' this software program allows the LANDesk server to communicate directly with desktop computers that it will be managing.
LANDesk significantly enhances technical support. IT staff can more accurately see and diagnose problems with any WAN/LAN connected desktops--and in many cases can fix those problems immediately. This significantly impacts extended sites as well as the main campus.
Policies and Procedures
The ease and convenience of remote access/control sometimes causes concern about the privacy and security of employees' information on their desktops. Additional security standards have been established in IT to prevent any unauthorized access of individual desktops from inside or outside of Webster. Internal IT policies and procedures have also been established with specific regard to the LANDesk Desktop Management Suite (LDMS) and its use by IT staff.
Remote control tools allows IT staff members (technicians, Help Desk staff, Instructional Support Specialists, etc.) to remotely access and control an employee's workstation as they respond to a work order. This is effectively no different from access that IT staff members are granted when responding to a work order (i.e., physical access to an office computer). Remote control tools improve the efficiency of IT staff and decrease the time it takes to respond to service requests. With the employee's permission, they are able to gain instantaneous access to the machine in need of service, diagnose, and repair the problem. This eliminates time needed to travel from building to building. However, there are times when the need for physical access is unavoidable, such as a hardware failure.
Remote control tools provide a significant benefit to extended site campuses where sending out a technician is, in most cases, too costly or too time-consuming. There is one caveat to the use of remote control at extended sites: that the site must be fully connected into the University wide area network (WAN).
Possible End-user Concerns: Remote control tools logically offer no difference with regard to security and privacy concerns than when a technical staff member is physically present and working on an employee's desktop computer. However, IT is aware of the additional concerns employees may have with a tool that enables remote control access to their desktop computer. Issues of privacy, ownership, and security will always be held in the highest regard.
How IT Addresses and Mitigates these Concerns: Just as when a technician comes to an office to do work onsite, IT staff performing work on an employee's machine fully inform the employee of necessary information such as what will be done, when, or why. This occurs in advance of the work being done. The employee may request that a particular action be performed only in their presence.
Remote control access is only permitted when a work order has been submitted by the employee or their supervisor. IT staff are not permitted to use remote control tools without an authorized work order. Additionally, remote control tools may only be used by IT staff for performing work that is necessary to complete the service request.
All remote control access is logged. These logs are reviewed and monitored regularly by appropriate IT supervisors. Were any inappropriate activity to be identified, it would be addressed through IT department procedures and HR institutional procedures. Employees will be notified in cases where the security of their desktop computer has been compromised.
Hardware and Software Inventory
Hardware Management: LANDesk is able to discover unmanaged equipment that has been connected to the university's network. It also provides hardware information for managed desktop computers to a centralized inventory database. This inventory database is analyzed by IT. This function is intended to assist in making hardware purchase decisions across the university, helping to make optimal use of the budget resources available.
Software License Management: LANDesk also captures software information and includes it in the inventory database. LANDesk captures limited information about known software applications. IT uses this tool to keep track of software licenses for auditing purposes. In addition, the software information that is captured helps IT support labs and offices by ensuring that:
- The University has sufficient licenses for software that is in use
- Problematic software such as spyware or adware is not present
- Answers to questions and fixes to problems are appropriate to the version of the software package that is in use on a given computer
- Appropriate updates are installed for specific operating systems and applications
Remote installation and upgrade of software packages via LANDesk allows technicians to perform installation of software packages less intrusively and at times which are more convenient to employees' needs. Often, the user is able to continue working during a software installation.
Software installations are handled like any in-person software installation. Software installations are initiated by a request from the employee. This is usually in the form of a work order.
Security Updates: LANDesk allows machines to have security updates installed frequently and easily because the security updates can be managed remotely. Advance notice of system-wide patches and fixes also gives employees opportunities to adjust their evening work schedules. This is especially important for those who have tasks running on their machines overnight.
In many cases, security updates are installed without notification to the employee. Furthermore, those updates are performed in an automated fashion, such as when the update is critical or required to fix or prevent a wide-spread virus outbreak problem. IT often notifies employees whose machines are to receive system-wide updates or patches before each update is applied, but they may not be given the option to refuse the update.
IT employees responsible for managing, supporting, or maintaining computer and telecommunications systems and associated data and files may have access to proprietary or confidential/personal information during the normal course of their duties. All IT employees who use LANDesk are required to read and sign an ethics statement. A copy of this statement is available on the Information Technology web pages in the Technologies Policies section. In addition, IT provides orientation and training for all new employees about the privacy and security of individuals' information.
IT has an absolute zero tolerance for any security or privacy violations by any IT employee. We repeatedly stress that "just because you can doesn't mean you should...and if you do (no matter how innocuous the reason), you will face disciplinary action, probably even dismissal."
The commitment of IT is to diligently maintain this perspective--and related internal procedures--as any additional forms of access, like LANDesk, are put into production. These new tools hold extraordinary possibilities for significant improvement of support and responsiveness as well as efficiencies for the institution. But security and privacy will never be sacrificed in any way just for the sake of operation efficiencies.
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