Community IT Webinar Series - Supporting Remote Workers
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September 24, 2014 presented by… Johanny TorricoAbdul Musa
Community IT Innovators Webinar Series
Supporting Remote Workers
#RemoteWork
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Webinar Tips
• Ask questionsPost questions via chat
• InteractEngage with us on Twitter using #RemoteWork
• Focus Avoid multitasking. You may just miss the best part of the presentation
• Webinar PowerPoint & RecordingPowerPoint and recording links will be shared after the webinar
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About Community IT
Community IT Innovators partners with nonprofits to help them solve their strategic & day-to-day IT challenges.
Strategic Proactive approach so you can make IT decisions that support your mission and grow with you
Collaborative Team of over 30 staff who empower you to make informed IT choices
Invested We are committed to supporting your mission, and take care of your IT network as if it were our own
Nonprofit focus Worked with over 900 nonprofits since 1993
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About the Presenters
Johanny Torrico
Director of Ongoing Support
@communityit
Abdul Musa
Network Consultant
@communityit
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Agenda
• Scenarios
• Benefits
• Solutions• Prerequisites, Advantages and
Disadvantages
• Risks
• Best practices
• Solution selection
• Q & A#remotework
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Remote work categories
• Someone working remotely…
– Full time
– Once, twice… a week
– Occasionally
• Field office staff
• Virtual teams
#remotework
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Why remote work?
• Staff satisfaction
• Flexibility
– Staff can work in multiple geographic locations
– Accommodates different work schedules
• Work-life balance
– Allows for personal time, part-time work
– Eliminates commute time
– Enables work during inclement weather or
minor illness #remotework
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Why remote work? (2)
• Productivity gains
– Focus on projects without interruption
– Work when most productive
– Improved collaboration between field
offices and headquarters
• HR benefit
– Increase recruitment and retention
#remotework
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Why remote work? (3)
• Competitive advantage:
– Start new programs and initiatives
• Cost benefit
– Reduce need for office space and
equipment
– Reduce travel costs
• Environmental benefits
– Can reduce environmental impact #remotework
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What has made it possible?
• Internet evolution
– Reduced costs, faster bandwidth speeds
– Increased adoption
• 2000: 43.1% of the US population was using the
internet
• 2012: 81% of the US population was using the internet
• Better remote access technology
• Evolving organizational acceptance of
remote work#remotework
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Remote work: Global statistics
• 4.6 billion global
workforce
– 20% telecommutes
– 29% partial remote
– 10% full time remote
• Global remote work by
region
– Asia & Pacific 12%
– EMEA 7%
– Americas 5%Infographic: http://web.esna.com/blog/remote-worker-collaboration-infographic-2014 #remotework
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Remote work: US statistics • 1 in 4 US workers work from
home at least some of the
time
• 65% of US employees
reported being more
productive when working at
home
• 64% of US employees said
they would sacrifice pay to
work from home
• Between 2005 and 2011, US
teleworking grew 73%Infographic: http://web.esna.com/blog/remote-worker-collaboration-infographic-2014 #remotework
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Solutions
• End User:
– Tools
• Enterprise systems
– Remote access
– Communication
– Remote support
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Prerequisites: End user tools
• Hardware
• Software
• Connectivity: Internet and Telephony
• Remote access technology
#remotework
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Hardware Software Connectivity Remote Access technology
Workstation- Laptop- Desktops
External peripherals- Printer, scanner- Phone headsets- Monitors- Video/audio- Speakers
Office productivity- MS Office etc.
Enterprise applications- Accounting- Fundraising- CRM
Security- Antivirus- Connection software e.g. VPN license
Internet connection- Wired- Wireless
Telephony- VOIP phone- Mobile phone
VPNTerminal serverCloud
Prerequisites: End user tools (2)
#remotework
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• Why allow for remote access?
– Facilitate communication
– Facilitate collaboration
– Provide seamless experience
Prerequisites: Enterprise systems
#remotework
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Prerequisites: Enterprise systems (2)
Communication Collaboration Management
#remotework
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Remote access solutions
• VPN
• Desktop sharing
• Cloud
#remotework
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VPN
• Types: Hardware, Software, Enhanced
tunneling
Endpoint 1
Endpoint 2
Encrypted
Encrypted
#remotework
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• Pros
– Secure
– Mature
– Scalable
– Relatively low
deployment cost
• Cons
– Setup can be complex
– Cost: Licensing costs for
large implementation
– Connection issues
• Blocked in some public
locations
• Can slow down end-user
internet connection
VPN: Pros and Cons
#remotework
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Desktop sharing
#remotework
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Desktop sharing (2)
• Native solutions
– Built into operating system platform e.g.
Windows Remote Desktop (Terminal
Services), Apple Screen sharing
• Third-party solutions
– CITRIX XenServer, VNC, TeamViewer,
PCAnywhere#remotework
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Desktop sharing (3)
• Virtual Desktop Infrastructure (VDI)
– Hosts desktop environments on remote
servers
– Provides access to the same desktop from
any location
– Relatively expensive
– Often used in call centers and in sales
teams#remotework
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• Pros
– Easy to use
– Mature
– Low
maintenanc
e
• Cons
– Setup can be complex
– Costs: Hardware,
licensing and support
costs
– Bandwidth intensive:
screen refresh eats up
bandwidth
Desktop sharing: Pros and Cons
#remotework
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Cloud
#remotework
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Cloud (2)
• Often browser-based and cross-
platform
• Common cloud info Systems
– Email: Office 365, Google Apps
– Files: Box, Google Apps, Office 365
– CRM/Databases: Salesforce, Zoho
#remotework
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• Pros
– Easy to use
– Easy to setup
– Scalable
– Lower costs
• Low
deployment
costs
• No hardware
support costs
• Cons
– Evolving technology
– Recurring cost model
– Multiple credentials
– Connection challenges
for international staff
Cloud: Pros and Cons
#remotework
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Communication solutions
• Chat: Gchat, iChat, Lync
• Telephony
– Simple: Forward calls, remote voicemail retrieval
– Advanced: VOIP handsets, Voicemail to email transcription
etc.
• Videoconferencing
– Desktop-based: Skype, Lync, Google hangouts
– Dedicated system: Polycom, Cisco, BlueJeans
• more expensive, require A/V hardware such as TV screens,
cameras, speakers, conference room speakerphones
• Cloud videoconferencing solutions such as WebEx and BlueJeans
are making dedicated videoconferencing more affordable#remotework
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Remote support tools
• Platforms that will require remote support
– Operating systems: Windows, OS X, Linux
– Mobile devices: iOS, Android, Windows Mobile
– Applications: Productivity apps, custom apps
• Remote support tools
– Native tools: Windows Remote Desktop Services,
Windows Remote Assistance, Apple Screen sharing
– Third-party tools: GoToAssist, TeamViewer
– Browser-based: Chrome remote desktop, LogMeIn,
join.me#remotework
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Risks
• What are some of the remote work
risks?
• How do we manage these risks?
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Risks
• Data security risks
– Increased data loss risks
– Increased potential hacking targets
• Compliance and Privacy risks
• Increased costs:
– With massive adoption, support and ongoing
costs (hardware and licensing) also increase
#remotework
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Managing Risks
• Security
– Two factor authentication
– Network access control systems
• Screen device for updated virus definitions and operating
system patches before allowing access to the network
– Password policy: length and expiration
– Prevent cached credentials
– Restrict access from multiple devices
– Monitor remote access
#remotework
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Managing risks (2)
• Standardization
– Provide prerequisite equipment and software
for easier management and better control
– Automate patching and maintenance
• Remote management
– Wipe data off devices when necessary
– Set data to expire
#remotework
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Best practices
What are some best practices for
remote work solutions?
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Best practices
• General
– Provide help/how-to documents for remote access
– Bandwidth management strategies
– Avoid caching credentials
– Use complex passwords and change them regularly
• VPN solutions
– Beware of DNS changes that can slow down end-
user web traffic
– Subnet configuration
#remotework
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Best practices (2)
• Desktop sharing solutions
– Set remote session display settings for low
bandwidth environment
– Use wildcard SSL certificates
• Cloud and browser-based solutions
– Customize url for signing on to applications
– Use Single Sign-On systems to reduce
multiple credentials when possible#remotework
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How to choose a solution
#remotework
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How to choose a solution
• Organizational fit
– Does operating environment allow it?
– Policies:
• What are the current HR policies regarding
remote work? Will they need to change?
• How does it fit into your other IT policies such
as acceptable use and BYOD policies?
#remotework
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How to choose a solution (2)
• Costs:
– Do you pay for the internal infrastructure only?
– End-user equipment
• Analyze needs: What systems need to be
accessed remotely?
– Access information systems from outside the office?
– Connect field offices?
– Facilitate collaboration?
– Provide new service or enable new
programs/initiatives? #remotework
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How to choose a solution (3)
• Pick 3 potential solutions based on
criteria
• Identified needs
• Budget
• Cost benefit analysis
#remotework
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How to choose a solution (4)
• Present to decision makers
– Develop budget
• Deployment costs (year 1) as well ongoing costs for
licensing, subscriptions and support (years 2 to 5)
– Outline the benefits for the organization
• Competitive advantage
• Productivity boost
• Staff satisfaction
• Recruitment and retention tool:
– Outline risks: financial and IT security risks#remotework
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How to choose a solution (5)
• Implementation plan
– Beta test solution: vendor demo or trial
– How soon can it be implemented?
– When do you roll it out to reduce
disruption?
• Schedule full deployment for a “slow” time of the
year
• Re-evaluate solution after a couple of
years #remotework
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Questions?
#remotework
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October 23, 2014presented by… Steve LongeneckerMatthew Eshleman
Community IT Innovators Webinar Series
IT SecurityNew and Emerging Best
Practices
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After the webinar
• Connect with us
• Provide feedback
Short survey after you exit the webinar. Be
sure to include any questions that were not
answered.
• Missed anything?
Link to slides & recording will be emailed to you.