遠端維護(Remote IT Support)

Useful Tips

遠端維護(Remote IT Support)

傳統的电腦支援以被動反應為主·有問題才找人上門修理。其實曰常維護才是正道。視窗發展了多年，遠端操作已经很成熟了。外包的维護人員每天可以訪問一下，维護一下，資訊系統就健康了。這種模式一般叫遠端維護(Remote Support)。在欧美，地大交通需時，遠端維護很普及, 例如GotoAssist。在香港，為了有效地將維護員的交通費回饋用戶，以及快速反應，IT遠端維護是更能發揮其優点。通常遠端誰護包含以下的服務安排﹕

1. 簡單清楚的服務协議，例如反應時間，支援範圍等

2. 遠端檢查核准及安排，通常是用戶打一個熱線，或發一個求助郵件，然後准許維護員遠端進入，配合电話講解問題所在，然後即畤解诀

3. 上門維修安排－若果遠端檢查根本不可能，例如硬件損壞，或不能上網，服務公司会派員搶修。通常有三成机会是要上門解決。比起只是上門的服務，有遠端加上門是更快及有效益的方案。

保安方面，你或者担心遠端操作危害你的电腦。其實你找一個服務員上門，只要他可以碰你的电腦，也是危险的，踉遠端操作没有分别。主要是找有信譽的服務公司，签定適當的保密协議，制定服務約章，才是上上之策。

假如你喜歡自我不求人遠端支援，可以自行安裝以下很普及的遠端操作軟件﹕

1. VNC (www.realvnc.com)

2. Windows XP Remote Desktop built-in

3. Radmin (www.radmin.com)

4. 其他 VPN 方案，在下次 Useful Tips 会再講

讀者優惠(Reader's Special)

Uniforce System 联科系統的 BigEye SME 遠端維護服務能夠有效地提升中小企的資訊管理能力，費用由数百元起。现提供免費上門顧問服務，詳情請电 2446 4316 找謝先生接洽, 也可电郵 sales@uniforce.net，或上 http://www.uniforce.net 理解各項服務。

Remote IT Support

Traditional IT support in town is usually on an ad hoc per call basis. There's no such thing as configuration management as every time you might call a different IT support vendor depending on availability. Better IT management is actually about ongoing preventive maintenance. Microsoft Windows environment allows for remote support for many years. Outsourced IT support staff can remote access your computer and perform troubleshooting and fix right on your screen while you're watching, and perhaps over the phone with them.

In Europe and USA, due to geographical distance and time to travel, remote support is very popular and necessary, such as GotoAssist. In Hong Kong, where time and fuel cost are of higher priority, remote support actually plays a more important role. Usually, remote support service includes:

simple and clear service level agreement
remote access software, security arrangement, and access right – user usually calls a hotline number, or email to a hotline email address, and then when IT service staff calls back, allows on the screen remote access from secure Internet, and resolve problems
on-site troubleshooting – if remote support is not possible, such as when it is hardware damage, cannot access Internet, etc, then service company will send on-site staff to troubleshoot, though the response time will be longer than remote troubleshoot

Regarding security, without proper management, remote support vs. on-site support are actually not much difference in terms of security. The key should be to find a service company with good reputation, proper security management, with a good service level agreement.

If you like to DIY, you also can implement your own remote support service via the following software.

VNC (www.realvnc.com)
Windows XP Remote Desktop (built-in)
Radmin (www.radmin.com)
other VPN (virtual private network) schemes, which we will talk about in the coming Useful Tips articles.

Reader's Special

Uniforce System offers a remote support service called BigEye SME, to effectively solve day to day IT support issues for corporations like yours. Our price starts from several hundred dollars. Now, we offer FREE consultation. Please call Mr. Tse at 2446 4316 or email us at sales@uniforce.net, or get on to http://www.uniforce.net to get to the details.

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