ZENworks for Desktops
Overview
ZENworks for Desktops is a complete desktop management tool used to automate and streamline software distribution, software repair, desktop configuration, workstation imaging, remote management, and workstation inventory. It allows support personnel to distribute, configure, update and troubleshoot all aspects of the workstation in a more automated and seamless way. This can all be done remotely, thus minimizing disruptions to the user.
Some of the components of ZENworks includes automatic workstation imaging, automatic deployment of upgrades and patches, automated workstation inventory, and remote support.
Automatic workstation imaging allows automatic installation of operating systems and software on workstations wherever they are on campus, without having to visit each workstation. It streamlines the deployment and migration of operating systems. In addition, standard images can be configured and deployed based on the user, group of users, or individual workstation. Workstation can be re-imaged remotely and quickly, without it having to leave the user’s physical work space.
Automatic deployment of upgrades and patches means support personnel can determine what upgrades and patches need to be applied to which workstations and automatically push them across the campus network, to the appropriate workstations, all from a single location. Deployment scheduling options ensure that the workstations are protected automatically, without that responsibility being placed on each individual user. This allows for a more secure network environment, reducing vulnerability to virus and other attacks.
Automatic workstation inventory allows for more complete Asset Management functions. This results in more accurate hardware and software inventory. Workstations on the network can be queried for the latest installed hardware and software. Dynamic graphical reports enable support personnel to determine missing patches and see what workstations are in compliance, facilitating vulnerability assessment and ongoing security compliance.
Remote Support allows support personnel to assist and troubleshoot workstations remotely. Users do not have to leave their physical work space in order to receive hands-on assistance on their workstation. This minimizes the user’s disruptions so they can keep working, It is also a valuable learning tool for the user, where they can watch their own computer screen while the support person troubleshoots or walks them through a procedure or application function.
Remote Support Service and Procedures
ZENworks Remote Support allows problems to be resolved without the support personnel having to physically visit the workstation resulting in a much quicker turn around time. When a problem arises, a support person can initiate a remote support session with the user, where they can see exactly what the user sees on the screen. They will be able to more accurately and quickly troubleshoot hardware and software issues. Also, a user who is unfamiliar with an application or function can watch as the support person takes control of their workstation and gives them a real-time demonstration.
One concern for faculty and staff is the privacy and security of their workstation. BSU Computer Services will implement and follow the policy that all remote support sessions must be approved by the user of the workstation before a remote support session is allowed.
Here is the procedure BSU will follow for a ZENworks remote support session:
- Support person initiates a remote support session through the ZENworks administrative application on their workstation. The following windows appear on the support person’s screen:
ZENworks remote support will be configured to always require the user’s permission before starting a remote support session
- User either allows or denies remote session. The following window appears on the user’s screen:
- If user allows, remote support session is started. The following window is displayed on the user’s screen throughout the remote support session:
The support person will be able to see and access the remote workstation on their screen. Either the user or the support person can take control of the mouse or keyboard movement at any time throughout the remote session.
- If user denies, the following window appears on the support person’s screen and the remote session is terminated:
- Either the user or the support person can terminate the remote session at any time. The following screen will appear on the support person’s screen if the user terminates the session:
|
