REMOTE ACCESS

ADELIVERING EXPERT GUIDANCE TO THE CUSTOMER EXPERIENCE.
COMPREHENSIVE VISIBILITY

End-to-end remote access capabilities for employees, contractors, and third-party vendors

WATCH WEBINAR

PROACTIVE SECURITY GUIDELINES

Enforce customizable policies and standards to eliminate the chance of security breaches

WHITE PAPER

TOTAL CONTROL

Centrally secure, monitor, and manage support services across your hybrid IT environment

INFORGRAPHIC

REMOTELY ASSIST USERS ANYWHERE

ACCESS EVERY TECHNOLOGY COMPONENT SECURELY

A support organization serves a number of users and business units, such as staff, administrators, data center teams, and third-part vendors, and each has its own special remote support requirement. With Remote Access, IT staff has the capabilities to centrally secure, control, monitor, and manage a user’s privileged access to critical systems without harming productivity. Using an innovative IT software solution is a reliable way to monitor every hardware and software asset in your IT system and keep your entire network secure, while reducing infrastructure costs, lessening the load on IT personnel, and optimizing support delivery. In the portfolio of products Flycast Partners offers, the capabilities include remote control of computers and mobile devices, chat support, skills-based routing, ITSM integration, remote collaboration, and embeddable chat and support components for reporting in-depth insights. For additional layers of security, enable a single tenant appliance architecture, using a unique URL, with customized support portals, comprehensive authentication methods, and role-based policy management. Whether working across Windows, Mac, Linux, Android, iOS, or Chrome OS, transfer files from servers to workstations, access remote services for network applications, deliver server administration, and view or control user endpoints. A mixture of traditional computing, private, and public cloud infrastructure runs critical systems, and support reps, privileged accounts, users, and endpoints connect without the necessity of port forwarding, firewall configuration changes, or the use of a VPN.

With the ability to see the screen, control the mouse and keyboard, and work as if physically in front of the remote desktop, resolution time speeds up significantly. Support reps connect with remote desktops, servers, laptops, and network devices wherever they are, on or off the network. IT staff can support remote iPad, iPhone, and Android devices, and also let technicians control remote desktops from their iPad, iPhone or Android tablet.

Every customers wants to their issue resolved as fast as possible. While some users may want start support sessions with full remote control enabled, others are more concerned about security and defined procedure. Still, many prefer to start support sessions in view-only mode and prompt for permission before taking any action on their system. Accommodate a diverse assortment of user needs by defining portal-specific permissions for each client. When it comes to defining policies at the granular level, remote access management must have additional flexibility alongside its robust security measures. By customizing support session permissions, your IT staff can apply a wide range of support scenarios. With more than 50 permissions to define how reps, customers, and remote systems interact, operate a database of permissions that change dynamically according to the scenario.

Administrators and privileged users can easily generate activity reports on support sessions for regulatory compliance, reviewing support services, or training purposes. To have an accurate record of who was in control and who performed which actions during support sessions, the remote access management features include an automated record of every support session, chat transcripts, file transfer details, and system-info and IP information. The log in and recording capabilities capture extensive details about support sessions so that IT staff has end-to-end visibility into critical support activities.

This high degree of transparency is unmatched. Benefit from the intuitive interface to filter reports, using a variety of diverse parameters, and then export the reports to CSV files. By documenting remote connection actions, produce a thorough audit log without slowing down service desk processes, and through session forensics, take further advantage of the recordings and the reports by identifying service delivery best practices that can also be leveraged for trainings and presentations.

SERVICE MANAGEMENT SOLUTIONS


beyond

SERVICE MANAGEMENT

The industry’s broadest set of privileged access management capabilities with a flexible design that simplifies integrations, enhances user productivity, and maximizes IT and security investments

BMC
bmc

SERVICE MANAGEMENT

Reduce business risk, eliminate vulnerabilities quickly, and protect critical data with security and compliance solutions for servers, networks, mainframe systems, and cloud-based infrastructures

TRANSPARENT AUDIT MONITORING
ENSURES YOU ARE
ALWAYS IN COMPLIANCE

LOG & REPORT

Every remote support session and chat interaction

CAPTURE EXTENSIVE DETAILS

Know who was in control and who performed which actions

EASILY GENERATE ACTIVITY REPORTS

View online or download for compliance or training purposes

IN-DEPTH ANALYSIS

Perform “what if” of audit data when it is saved to a SQL server

ADMINISTRATIVE CLARITY

Gain complete visibility into real-time support activities for service desk improvements
WIDE-SCALE INTEGRATION

Seamlessly integrate your remote support software with your IT environment. Increase your ROI by syncing up with CRM, Active Directory, ITSM tools, SIEM tools, Help Desk tools, ticketing solutions, password management systems, or make custom integrations on third-party authentication solutions.

SIMPLIFIED DESKTOP SUPPORT

Resolve issues more quickly, accelerate productivity, and improve end-user satisfaction by remotely controlling a user’s workstation or endpoint device, no VPN required, to personally assist with software installations, troubleshooting issues, patch deployment, and IT infrastructure maintenance.

PRIVILEGED ACCESS MANAGEMENT

To ensure where and when an employee or contractor can log in, define individual administration rights for who can access network endpoints and applications, send file transfers, administer hardware maintenance, remediate software vulnerabilities, and securely manage desktops and point-of-sales systems.

EFFECTIVE REMOTE COLLABORATION

Whether for training purposes, a scheduled meeting, or collaborating on a project, maximize communication by enabling a face-to-face connection between colleagues, teams, and vendors located anywhere around the globe through secure workstations and endpoints, such as desktops, tablets, and smartphones.

FLEXIBLE CLOUD SECURITY

Effectively manage privileged access to IT assets that leverage web-based management consoles, including IaaS servers and hypervisor environments. Configurable with interfaces like AWS, Google Cloud, VMware vSphere, Citrix XenServer, Microsoft Hyper-V, Azure, IBM Softlayer, and Rackspace.

SECURE ENDPOINT ACCESS

Use an Android app or a web portal for privileged endpoint access without installing software locally. Available for Windows, Mac, and Linux OS. With real-time visibility, have the capabilities to securely monitor and control specific endpoints at anytime and from anywhere.

A Clear Window into Real-Time Support Services

Flycast Partners offers remote access management solutions that include robust dashboard controls. This all-in-one toolkit manages and oversees support sessions and chat interactions in real-time. From a single console, there are out-of-the-box and customizable dashboard configurations. Team managers have clear visibility into their Service Desk activities, allowing administrators to monitor support teams, supervise staff, and assist users during support sessions. This overview gives up-to-the-minute clarity of details and status indicators, showing whether representatives are idle, busy, available to take sessions, or have auto-assign turned off, and in addition, graphs provide a comprehensive snapshot of your team and their support services. Instantly view custom or pre-built key performance indicators (KPIs), including session count, waiting sessions, longest wait time, and a count of available reps. From the dashboard controls, monitor if a session has been idle for some time, and if the team member is struggling a team manager can take over or transfer a session to another representative without starting a new session, while the original agent remains in the session as a participant. For reporting and compliance purposes, all monitoring activity is logged. Team managers and leads can monitor remote support sessions and chat interactions, viewing the remote changes taking place, and even when a team member has no active support sessions, their activity can still be monitored while the team member is logged in to the rep console. In this case, an icon appears on the remote desktop, acting as an alert that monitoring is occurring.

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We’d love to help ou get the most of your IT assets. We are here to answer any of your Asset Manager questions.

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