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The Remote Workplace Designing, deploying, and supporting the ... The Remote Workplace Designing, deploying, and supporting the ... Presentation Transcript

  • The Remote Workplace Designing, deploying, and supporting the remote workplace environment Presented by: John Milhoan Information Technology Cooperative, Co.
  • Four main design considerations
    • Central site infrastructure
    • Remote site infrastructure
    • Deploying the remote workplace
    • Supporting the remote workplace
  • Central Site Infrastructure
    • Internet connectivity
    • Security considerations
    • Services provided
    • User termination solution
  • Central Site Infrastructure Internet connectivity
    • Bandwidth requirements
      • Ensure an appropriate amount of bandwidth is available to support the total concurrent remote users
      • Guarantee bandwidth using traffic shaping or dedicated circuits
  • Central Site Infrastructure Security Considerations
    • Firewalls
      • Secure the network perimeter
    • User Authentication
      • Passwords
        • Complex
        • Changed regularly
      • 2 Factor
        • Soft tokens
        • Physical tokens
          • Key fobs
          • Smart cards
  • Central Site Infrastructure Services provided
    • E-mail
    • File access
    • Accounting systems
    • Specialized applications
    • Access to connected systems
  • Central Site Infrastructure User termination solution
    • Virtual Private Networking (VPN)
    • Windows Terminal Services
    • Citrix
    • Blackberry / Smart Phones
  • Remote Sites Infrastructure
    • Systems Standards
    • Internet connectivity
    • Security considerations
    • Workspace requirements
    • Telecommunications
  • Remote Sites Infrastructure Systems Standards
    • Provisioning of equipment
      • Company provided
      • Employee provided
    • Hardware standards
      • Minimum specifications
    • Software standards
      • Allowed / Supported applications on remote equipment
    • Printers / Fax machines
    • Telecommunications equipment
  • Remote Sites Infrastructure Internet connectivity
    • Cable
    • DSL
    • Wireless cellular service
    • Dial-up
  • Remote Sites Infrastructure Security considerations
    • Firewalls
      • Hardware firewalls
      • Software firewalls
    • Broadband gateways
      • Network address translation (NAT) provides basic remote network security
      • Many now come with firewall built in
    • Wireless networks
      • If allowed must be secured using encryption
      • Should not broadcast SSID
    • Antivirus
      • Should be managed and updated at least daily
  • Remote Sites Infrastructure Workspace requirements
    • Dedicated workspace preferred
    • Must have proper lighting and ventilation
    • Sound insulation
      • Protect against working in the same room as kids, etc.
  • Remote Sites Infrastructure Telecommunications
    • Land lines
      • Users may require a fax machine and / or handsets to participate in conference calls
    • Voice over IP (VOIP)
      • Makes it possible for remote workers to participate in corporate telecommunications environment
    • Cellular service
  • Deploying the Remote Workplace
    • Duration
    • Location
    • Method of deployment
  • Deploying the Remote Workplace Duration
    • Permanent
    • Temporary
    • Business trip
  • Deploying the Remote Workplace Location
    • Work at home
    • Working at business partner sites
    • Working on the road locally
    • Business trips
  • Deploying the Remote Workplace Method of Deployment
    • Employee sets up equipment
    • Delivery and set up by staff
    • Remote software deployment
  • Supporting the Remote Workplace
    • Remote support
    • Depot level support
    • On site support
  • Supporting the Remote Workplace Remote support
    • Technical support staff support users via telephone and remote support solutions such as WebEx, GoToAssist, BLive, or Raindance
    • Provides faster response time to customer issues
    • Will not fix all issues – customer will have to be able to establish Internet connectivity to allow support staff to establish remote support session
  • Supporting the Remote Workplace Depot level support
    • Remote worker receives support via telephone first. If problem cannot be resolved over the phone the equipment must be returned to the office for repair
    • Increases time to problem resolution, sometimes required to resolve issues.
    • Uses more tech support time to resolve issue if not used in conjunction with remote support options.
  • Supporting the Remote Workplace On site support
    • Technology staff dispatched to remote sites to support systems
    • Used mostly for permanent locations such as homes and business partner sites
    • Very costly and time consuming