Getting a handle on remote users

Computerworld - If there is one thing that befuddles network executives, it's trying to budget and plan for the needs of remote workers. These could be telecommuters or workers in branch or home offices -- basically, anyone not at headquarters.

There are several problems in dealing with remote users:

1. They tend to buy software, equipment and service plans on their own. The biggest challenge in dealing with remote users is not being able to control their buying decisions. If they want a new printer, they buy a new printer. If they need a new cell phone calling plan, they go out and sign up for it. If they want the latest version of Adobe Acrobat for a project they are working on, they go get it. Usually, the network team doesn't even know that a user has purchased equipment or services because he submits it for reimbursement through his department. Network managers often have little to no control over their users' individual inventory.
2. If there's a problem, they want you to fix it. Even if you were not involved in the initial decision to purchase a product or service, your users want you to provide instant support for them. If their software isn't working, you're expected to diagnose and fix the problem. If the calling plan isn't accurate, you're supposed to renegotiate for them. This takes time and effort because you first have to figure out what hardware, software or service you're dealing with.
3. If you try to tell individual users what they can and can't do with their devices and the network, it might not go over so well. In most cases, they've been managers of their own personal networks for years.

Not dealing with remote users causes even more trouble -- problems with software licensing, budget planning, inventory control -- you name it. Network teams have to gain control over remote environments to truly protect and manage the enterprise as a whole. Over the next few columns, we'll discuss steps for gathering up the reins of the remote-user environment.

First, you need to know what's out there. You can do this in two ways: manually or with automation. I recommend a combination of the two.

In the manual approach, you reach out to remote employees and ask them what they have on their systems. Do this in the form of a survey. Gather up your entire team and brainstorm what information you need, then turn that into a questionnaire. For instance, ask about software, hardware, memory, wireless networking, mobile devices and cell phone plans. Also make sure you ask users details about what security programs they have running on their machines. Do they have instant messaging installed? Finally, ask them what they download onto their computers: music, software, files? You can get more detailed and talk about firewalls or routers or other networking terms, but don't expect everyone to respond. They might not know what is in their network on that level. Keep your survey user-friendly so you can get the best possible view of the remote environment.