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The Desktop Environment:
Tools and Support May 15, 2014
Support Tools
LANDesk – Desktop Management - Kevin Morris
Symantec EndPoint Protection – Anti-Virus/ Firewall - Nelson Roman
FACTS – Knowledge Base - Tanya Thomas
Trustwave – Network Access Control – Donald Olivier
Active Directory – Network Services – Stephen Flynn
Service Desk Express – Service Management – Stephen Flynn
PERMISSION REQUEST
REMOTE SESSION
INVENTORY/QUERIES
SOFTWARE DISTRIBUTION
PATCH MANAGEMENT
Symantec Endpoint Protection 12.1
Symantec Endpoint Protection 12.1
What is Endpoint Protection?
• Symantec Endpoint Protection is an endpoint security solution created through a layered approach to defense. With unique, layered technology, it detects and removes more malware than any other product in its class. Derived from Symantec’s global intelligence network, our unique Insight and SONAR technologies enable faster scan, more accurate detection, and higher performance while utilizing fewer resources. With single management console, Symantec Endpoint Protection provides advance protection across multiple platforms both physical and virtual. – http://www.symantec.com
How are Fordham University computers protected from malware?
• All university desktops come with a managed installation of SEP
• All university laptops come with an unmanaged installation of SEP
• Fordham IT provide SEP software (unmanaged) free to all Students, Faculty and Staff for use on their Mac and Windows PCs
• The software can be found on the www.fordham.edu/it downloads page
What is the difference between the managed and unmanaged versions of SEP?
• Both installations will provide virus / malware protection to the computer
• For managed client installations, User Support manages the policies regarding Virus Protection and Firewall rules which protect the computer against malicious code and activity
• For unmanaged client installations, SEP reaches out to Symantec to download all new updates and virus definitions. The end user has control on what features and settings to enable, disable and configure
What is the difference between the managed and unmanaged versions of SEP?
Managed Client • A managed client communicates with a management server in the
Fordham network. The IT administrator configures the protection and the default settings, and the management server downloads the settings to the client.
• The user does not have the right required to configure the client. All the settings are locked or unavailable.
• The IT administrator manages the client, but User Support can change some client settings and perform some tasks. For example, User Support is able to run scans and manually retrieve client updates and protection updates.
• The IT administrator manages the client. User Support can change all the client settings and perform all the protection tasks.
Unmanaged Client • An unmanaged client does not communicate with a management
server and an IT administrator does not manage the client. • The user has all the right to configure the client. All the settings
are available to configure. • All administrative tasks can be run by the client. • It is self-managed client.
Symantec Endpoint Protection Manager (SEPM)
• User Support manages the settings and policies pushed down to computer through the SEPM
• User Support can monitor up to date protection of managed computers
• Reports can be generated to see protection status, what type of virus infections are on computers, how successful is SEP at blocking Viruses and Spyware and much more
• Firewall settings are set to block or allow certain ports that are needed or can cause a risk to the computer or network
• User Support can even push a new version of SEP when available from Symantec to computers without even stepping foot into the end users office
Symantec Endpoint Protection Manager (SEPM) Screenshot
Symantec Endpoint Protection Manager (SEPM) Screenshot
Symantec Endpoint Protection Manager (SEPM) Screenshot
FACTS Fordham Answers for Computer Technology & Support
Presented by Tanya Thomas
FACTS Fordham Answers for Computer Technology & Support
Presented by Tanya Thomas
Topics
What is FACTS? How to Access FACTS Open a ticket from FACTS View Ticket Status Questions
What is FACTS? • FACTS is a knowledgebase of
Frequently Asked Questions about Fordham IT Services and General IT solutions.
• It serves as a self-service portal providing solutions to end-users to resolve incidents, without having to contact IT Customer Care.
How to access FACTS?
1. Login to My.Fordham.edu 2. At the Home screen, scroll
down to FACTS – Online IT Support
FACTS Opening Screen
How to Search FACTS
Open a Ticket
View Tickets
View Tickets
QUESTIONS??
Thanks for your time!
Trustwave
Network Access Control
FORDHAM UNIVERSITY
COMPREHENSIVE ENDPOINT CONTROL
32
Presenter Donald Olivier
Manager Of User Support
Trustwave
Network Access Control
FORDHAM UNIVERSITY
COMPREHENSIVE ENDPOINT CONTROL
33
Presenter Donald Olivier
Manager Of User Support
Agenda: - Overview of NAC (Network Access Control). - Features/Use case of Trustwave NAC. - How is Trustwave Used Today? - Questions will be answered at the end.
Presenter Donald Olivier Manager Of User Support 34
Trustwave
Network Access Control
OVERVIEW: • Trustwave Network Access Control (NAC) is used within the university to
secure, protect, and monitor the Wi-Fi network access. • Trustwave provides secure access by validating that each device on
boarding has been checked with current updates for AV, OS patches and FW enabled.
• This help prevent the spread of malware and other threats that can negatively impact the university network and or expose our infrastructure to potential harm.
35 Presenter Donald Olivier
Manager Of User Support
Trustwave
Network Access Control
Key features of Trustwave Network Access Control: • Agent-less deployment for seamless deployment and monitoring • Complete protection for all endpoints, managed and unmanaged • Automated detection and restriction of non-compliant devices • Automated policy enforcement across all devices • Analysis of every packet from every device • Ongoing security checks throughout device's connection • Unified view of endpoint activity
36 Presenter Donald Olivier
Manager Of User Support
Trustwave
Network Access Control
How Trustwave is used: - To securely allow students, guest, faculty & staff to bring personal
or university devices, authenticate through portal with either Guest or ACCESSIT ID, sanity check the device.
- Authentication is required on a the 1st of each month for all devices with the exception of devices that have been exempt.
Presenter Donald Olivier Manager Of User Support 37
Trustwave
Network Access Control
• Thank you for participating in this Learn IT. • If you have questions we will answer them at the end of the
presentation.
38 Presenter Donald Olivier Manager Of User Support
Trustwave
Network Access Control
Active Directory
Overview
You log into your computer with your AccessIT ID & password
Your screen saver activates and locks your screen after 30 minutes, keeping your data confidential while you are away from your desk
You have the option of having your documents safely stored on a network drive, P is your personal drive; S is for files shares
The network drive provides a backup if they are ever lost or corrupted
Access to new University service is done though Active Directory
What Is New
Service Enterprise Printing
Active Directory allows for the creation of network print queues.
Enterprise Printing Overview
Print queues can be available University wide or limited to a location.
Usage of the printers can be open or restricted to select groups or individuals (departments, offices, etc.)
Enterprise Printing will uses Canon multi-function devices and HP printers.
Canon multi-function devices are already deployed throughout the University and can be added as network print queues.
Canon maintains these devices -- including toner and paper for a fixed per page charge.
Enterprise Printing Objectives
Provide a wide range of services – Print, Scan and Copy
Printing – Anytime and Anywhere
Greater selection of quality printers is available
Green initiative – print delivery can be done when the individual wants to print
Security of printed materials – printing on demand ensures confidentiality of the documents printed
Cost saving on toner and ink cartridges – volume discounts
Active Directory allows for the creation of network print queues.
Eliminate costly desk top printers.
Service Desk Express (SDE)
Also known as Magic
Service Desk Express (SDE)
Also known as Magic
SDE – Who Uses
Service Request Ticketing System used by Fordham IT and our Business Partners.
Started as a Help Desk ticket package. Overtime usage has grown beyond Fordham IT.
Currently being used by:
Academic Affairs
Development & University Relations
Enrollment
Facilities
Finance
Graduate School of Business
Library
Primary usages
Services Request Tickets
System of record for University computer assets
Tracking of leased equipment for timely replacements
The Future of SDE
Application is older as is coming to end of life.
The University is in the process of evaluating other applications. The current applications available provide increased capabilities for internal usage as well as client usage. These include
Availability on different device platforms i.e. tablets and phones
Self Service that allows the client greater capabilities for service ticket creation and updating
Greater integration with other University applications
Automated work flow