With the rise of the use of remote support software in the workplace, several key issues rear their heads. One of these issues is regulatory compliance. How does an organization comply with a set of regulations such as HIPAA, FISMA, and SOX when using remote support software?
Here is an example: the financial industry operates under the SOX rules and regulations. Anytime an employee works on a machine that contains financial data, that employee must have logged access. Additionally, there must be an audit trail detailing any and every bit of activity on the system.
One way to establish one aspect of compliance, the audit trail, is to build some sort of recording capabilities into the remote support software. With a session recording available, a remote support session is easily documented and can easily be retrieved should a question about a particular record arise.
One of the neat features of ScreenConnect that has been available since the release of 1.1 is the ability to record a remote support session. Once the recording is stopped by the host, it is saved as an .AVI in a folder under “My Documents” named after whatever you specify in the “application title” field on the administration page. The resulting recording is clearly labeled with the date in the filename, and the video itself has a fading banner with the date and session name.
If you are in an organization that requires regulatory compliance and feel that remote support software
might be a good investment, be sure that the software will allow for an adequate audit trail. Session recording will help with that.