Feeds

The state of desktop support

Tell us your views

  • alert
  • submit to reddit

Business security measures using SSL

Mini-Poll This week we've been looking at desktop management from the point of view of supporting users. It can be a jungle out there, as one reader illustrated:

Somehow, people still sneak through with all kinds of configurations and it's killing us - so many deskside visits it's unbelievable.

But is that the norm, or are some of you managing to keep the peace when it comes to keeping your desktop users happy? To find out we've assembled a short poll to go with your elevenses. Three questions, tick and bash – let us know what you're being asked, why you're really being asked and what you would do with your desktop users if you had the option. Shotguns optional.

READER POLL

Questions – what are the most common things you get asked about? (5 = very common, 1 = rare occasions)

  5 4 3 2 1
Application not responding properly or performance problem
System or service has failed or is not responding
Can't access particular application, files or service (for security reasons)
Loss of information – can you get something back from backup?
Need to reset passwords or change access rights
Security problems and breaches
Don't know how to do something
Receipt of inappropriate/unsolicited email
Loss or damage to equipment
Other (please state)

Causes – what are generally most things that you deal with down to? (5 = major cause, 1 = only on rare occasions)

  5 4 3 2 1
User ignorance or inexperience causing misunderstandings
User having made a change (they shouldn't have done)
User having installed something
User bringing in "kit" bought themselves and expecting support for it
User negligence, e.g. loss, theft of kit
Unreliable/outdated PC equipment
Unreliable IT environment in general
Policies needing to be stuck to
Other (please state)

Fixes – what would lighten your load?

  Major need Work in progress Already sorted No need
Locking down desktop and laptop software configurations
Improving IT reliability as a whole
Modernising the desktops and laptops used
Better remote monitoring/management tools
Better support / call desk tools (Inventory / Asset Management, Help Desk, Knowledge tools)
Provide access to community support options for users to help each other
Defining and implementing more workable policies
Offering more self service (e.g. for passwords, access)
Implement a "pay per call" charge back policy
Enforcement of policy (e.g. through disciplinary)
User training and awareness
Remove all users from the picture
Other (please state)

Secure remote control for conventional and virtual desktops

More from The Register

next story
Oi, Tim Cook. Apple Watch. I DARE you to tell me, IN PERSON, that it's secure
State attorney demands Apple CEO bows the knee to him
4K-ing excellent TV is on its way ... in its own sweet time, natch
For decades Hollywood actually binned its 4K files. Doh!
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
DARPA-backed jetpack prototype built to make soldiers run faster
4 Minute Mile project hatched to speed up tired troops
Hey, Mac fanbois. HGST wants you drooling over its HUGE desktop RACK
What vast digital media repository could possibly need 64 TERABYTES?
Apple Pay is a tidy payday for Apple with 0.15% cut, sources say
Cupertino slurps 15 cents from every $100 purchase
Apple's ONE LESS THING: the iPod Classic disappears
RIP 2001 – 2014. MP3 player beloved of millions. Killed by cloud
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Protecting users from Firesheep and other Sidejacking attacks with SSL
Discussing the vulnerabilities inherent in Wi-Fi networks, and how using TLS/SSL for your entire site will assure security.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.