LANDESK FAQs
General Information | Remote User Assistance | IT Asset Management | Patch Management
General Information
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LANDesk is an asset management software system used to remotely inventory and manage desktop computers. It has the ability to report on installed software and hardware, allow remote assistance, and install operating system security patches. Comprehensive information can be found at the LANDesk website.
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Yes, LANDesk must be installed on all Fordham University-owned assets.
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REMOTE ASSISTANCE / EFFICIENCY
Fordham IT strives to provide the best customer service experience. With the customer's consent and LANDesk Remote Assistance, Customer Care analysts can see exactly what the customer sees. This allows them to provide help instantly, over the phone. Field technicians can thus be deployed more quickly to attend to urgent hardware and software issues that require a physical presence.
ASSET MANAGEMENT
All workstations with the LANDesk Agent provide valuable inventory data about the machines they are installed on; such as: available storage, total RAM, and age of hardware. This will allow Fordham IT staff to effectively manage the workstation management lifecycle.
SECURITY
LANDesk will enable Fordham IT and any departmental IT support staff to address vulnerabilities remotely and quickly. LANDesk can install software patches on day one, or remotely change workstation settings to counter recently discovered security holes.
SOFTWARE UPDATES
The LANDesk Agent, combined with patch management, can ensure that all applications are up to date with the latest security fixes. LANDesk can update a variety of products from many vendors.
REPORTING
Upon request, LANDesk can create customized, detailed reports regarding departmental hardware and software assets.
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There is a LANDesk client for Mac OS X Tiger, Leopard and Snow Leopard, as well as a Linux client. LANDesk capabilities vary for each of the different operating systems, but inventory reporting works across all platforms.
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No. The LANDesk Agent communicates exclusively with the LANDesk Core server to make it possible for the workstation to be up to date, and protected from malicious software. The Agent performs a hardware and software inventory scan, once a day when the computer is idle.
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LANDesk will not permit Fordham IT to view the files on your computer. Using LANDesk, IT can only view inventory information about the hardware components and software applications. When using the Remote Assistance tool, you are able to grant permission to a Customer Care Analyst and to share your desktop with them. During a Remote Assistance session, they will see exactly what you see and be able to move the mouse cursor and type through the keyboard. Please note: permission must be granted for each session before viewing begins. A Remote Assistance session is just like having that person sitting with you in your office: you will be able to see each action as it is performed. You can stop the session at any time.
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No. LANDesk does not monitor staff, faculty, or students; or the websites they visit. LANDesk does check to see if your software applications are up to date with the latest Microsoft patches, as well as patches from other companies such as Adobe, Apple, Dell, and Microsoft etc. LANDesk also returns important information to administrators about the hardware installed in a university-owned workstation.
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No. LANDesk does not increase risk. However, be sure that you store all important information on a network resource, like your P: or S: drive, to ensure that it is secure and backed up. We discourage you from storing sensitive or important information on your workstation. Please contact IT Customer Care at 718-817-3999 or HelpIT@fordham.edu with any questions.
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If you are LANDesk has been deployed on over 3600 workstations, both Windows and OS X, with no adverse effects on performance.
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The LANDesk Agent is only active while utilizing remote assistance features and sending inventory to the Core Server. The rest of the time, it is inactive and will not interfere with network communication.
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Remote User Assistance
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RA--The Remote Assistance feature in LANDesk lets you share control of your computer with an IT Customer Care analyst. This will help IT to more quickly and accurately troubleshoot and resolve problems. Please note: IT Customer Care cannot access your computer or provide remote assistance without your explicit permission. To authorize an analyst to help you remotely, you will need to click OK when presented with a remote assistance dialog box.
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Yes, Remote Assistance can work with workstations that are not on Fordham’s network, using the LANDesk Management Gateway. At this time, while LANDesk services are being implemented, Remote Assistance will only be available on campus.
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IT Asset Management
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The inventory contains detailed information about all of the hardware components and software applications installed on your computer. It can be used to determine how much and what kind of memory is in your computer, what operating system you have, and the versions of the software that you use. The inventory tool will run no more than once per day. All of this information assists Fordham IT when troubleshooting a problem with your computer. Inventory information will also help departments evaluate their current technology assets when it is time to buynew computers. The inventory tool cannot access any of your personal files.
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Asset management is a combination of inventory control and maintenance. It helps departments answer basic questions about their computing environment, such as:
- How many workstations do we own?
- When did we deploy this workstation?
- Isthe workstation due for replacement?
- Is the workstation in use?
- Is theworkstation using one of our software licenses?
- Is the workstation up to date with the latest antivirus signatures?
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Patch Management
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Patch Management helps to safeguard Fordham University owned computers and university data from cyber criminals looking to exploit applications that are out of date. Patch Management keeps operating system software and applications up to date. It is strongly suggested that individuals keep their computer software updated to the latest levels. Patch Management will complement these actions. By keeping the desktops current it will reduce the need for LANDesk to perform the patching.
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Fordham IT will use LANDesk to determine which systems require Microsoft critical and recommended patches, as well as other third party software patches, such as: Adobe, Flash, and Java.
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When patching through LANDesk begins, patches will be installed on university workstations on a standard monthly schedule. You will have an opportunity to defer standard patches for a period of time to be determined, by clicking the SNOOZE button. After the deferral window, the patches will be delivered to vulnerable Fordham University owned computers that have LANDesk client installed. In addition, there may be a need for an out of cycle patch installation to protect against a Zero-Day threat.
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Zero-Day is the term used by security professionals to describe a security hole that has been discovered by cyber criminals that was unknown by software developers. If we see or hear of cyber criminals exploiting the security hole, IT will test, and then install the appropriate patch to vulnerable systems as soon as it becomes available. This installation may occur outside of our monthly schedule. We will notify the community, through a broadcast email at a minimum, before installing a patch in these situations.
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The performance impact of patching will depend on the type and quantity of patches being applied. However, the impact will be equal to that of installing the patches via the Windows Update site. To minimize user impact, customers will be given the opportunity to defer standard patches for a period of time to be determined. In general, LANDesk will determine if network throughput is adequate for patching to occur.
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If you are keeping your applications patched and up to date, it will not be necessary for LANDesk to install patches.
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At this time, patching for Windows has not been implemented. However, we are currently testing the use of the LANDesk Agent for patching Windows workstations.
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At this time, OS X patching has not been implemented. However, we are currently testing the use of the LANDesk Agent for OS X to patch OS X workstations.
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The Software Deployment Portal is a feature of LANDesk that allows Fordham IT to place software patches and software applications in one central location, so users can update and install software from their desktops. You can find instructions on accessing and using the Software Deployment Portal on the Fordham IT web site when the portal becomes available.
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