What is session auditing needed for?

Session auditing should identify unique users, show which systems were connected, and capture what actions were taken over the remote connection.

What are some key auditing capabilities of Remote Support?

Must-have Remote Support auditing capabilities include: Logs every session Retains full session logs in a nonmodifiable format for up to 90 days Monitors support activity in real-time Video recording of every remote session Collect a detailed audit of each interaction Track customer satisfaction

Why Monitoring, Logging & Auditing Remote Support Activity is Critical

Feb 6, 2024

Author:

Emily Wang

Product Marketing Manager

Why Monitoring, Logging & Auditing Remote Support Activity is Critical

Emily Wang

Product Marketing Manager

In most industries, the ability to audit and report is important. In the IT industry, where teams are constantly confronting a skyrocketing number of cyber threats while balancing the organization’s performance and efficiency pressures, having the ability to monitor, log, and audit all remote support sessions is more than just important; it’s paramount.

Let’s take a look at why monitoring, logging, and auditing your remote support sessions is so critical, and how you can elevate your remote support session auditing to amplify your training programs, improve your IT team’s KPIs, and meet those compliance and security mandates—without interfering with the overall operational efficiency of the organization.

What’s the difference between monitoring, logging, and auditing my remote support sessions?

Before we jump into the importance of monitoring, logging, and auditing, let’s take a look at what is involved with each:

Remote support session monitoring

Remote support monitoring, also referred to as remote monitoring and management (RMM), allows IT service providers to monitor client endpoints, networks, and computers from anywhere. Monitoring capabilities provide admins with valuable insights, the ability to keep machines up-to-date (remotely install software updates and patches), and the ability to proactively respond to and remotely resolve issues—potentially before the client even notices there is a problem.

Remote supporting session logging

Session logging provides a way for organizations to capture and analyze log data from remote users, assets, and applications. This allows security teams to investigate security events, track key performance indicators, and capture valuable training content for their teams.

Remote support session auditing

Whether you are subject to PCI, HIPAA, ISO, GDPR, SOC 2 or other regulations, you’ll need a detailed audit to help you confirm regulatory compliance. Most audits present a combination of session monitoring and session logging; however, some may also require specialized session capture technology, like video session recordings, real-time reporting, attestation reports, and the ability to obtain and capture end-user consent before a session starts. Auditing capabilities should allow you to capture granular detail, but they should also allow you to tailor your report with the information that is required to meet your compliance mandates.

Why do I need remote support session monitoring, logging, and auditing?

Proper remote support session monitoring and reporting features can help give admins the insights they need to make critical decisions right when they need to make them—especially when those decisions involve security, compliance, and performance improvement. They enable admins to:

Increase the effectiveness of your service desk team – With full visibility into when and how your IT support software is being used, you have the data needed to ensure security and compliance, as well as to improve your IT team’s performance. Session logs allow you to identify and resolve process bottlenecks, as well as empower your entire team with recordings that show exactly how top agents resolve complex issues.
Train your customers – Improve your end customer’s experience and knowledge of the product by turning session recordings detailing complex software processes into step-by-step walkthroughs, tutorials, and best-practice guides.
Detect and prevent security issues – Having real-time monitoring and logging of session activity can help your admins detect and mitigate security events. Certain behaviors present a red flag to security leads—for instance, subsequent unsuccessful login attempts, attempts to change admin permissions without prior authorization, attempts to access data or assets that are out of character—and could indicate malicious activity. Giving admins full account visibility when they need it most can be vital for ongoing security efforts.
Evolve with the pace of cybersecurity threats – As remote work has increased, so too has the number of data breaches leveraging point-to-point remote access tools, like RDP, VNC, and free non-secure access tools. As threat actors become increasingly sophisticated and continue to leverage the newest tools and technologies to gain their foothold in an organization, any lack of visibility into remote access sessions is a critical threat to an organization.
Meet compliance regulations and audits – In most industries, compliance regulations require the logging of remote support activity. Records should identify unique users, show which systems were connected, and delineate what actions were taken over the remote connection.

What do I need to look for in a session monitoring, logging, and auditing solution?

The ideal session auditing tool will:

Identify unique users
Show which systems were connected
Capture what actions were taken over the remote connection

These session monitoring and reporting features are important for ensuring quality over remote support sessions as well as security oversight for activities that often entail sensitive and privileged access.

What are some key capabilities of BeyondTrust Remote Support?

Because the service desk can pose a significant vulnerability when it comes to security, it is critically important for both security and compliance to ensure your remote access tools and pathways are being adequately monitored, logged, and audited. BeyondTrust Remote Support provides you with all the details needed to maintain the level of visibility your organization requires:

Logs every session

BeyondTrust Remote Support provides two types of support session logging: text-based logs, and video session recordings. Text-based logs include representatives involved, permissions granted by the customer, chat transcripts, system information, and any other actions taken by the Remote Support representative. Remote Support video session recordings record the visible user interface of the customer screen for the entire screen sharing session. The recording also contains metadata to identify who is in control of the mouse and keyboard at any given time during the playback of the recorded session.

Both types of support session logging allow for the complete auditing and review of all customer and support technician interactions. When looking at the support activity log, administrators and managers can see a high-level list of all the sessions that occurred, with the ability to drill down granularly into each individual session. They can view or download chat transcripts, the session recording, and also a command shell recording. In addition, the solution can integrate directly with leading ITSM ticketing systems and push all logging information for a session to an associated ticket.

Retains full session logs in a nonmodifiable format for up to 90 days

Not only can you view reports stored on the BeyondTrust appliance, or in an integrated ITSM system, data can also be archived for long-term storage and retention in a database or flat file structure. This is helpful for organizations that need to comply with data retention periods longer than 90 days. If you need to automatically archive sessions, an archiving schedule can be set up using the free archival and reporting tool or directly via the API.

Monitors support activity in real-time

BeyondTrust’s Remote Support solution allows IT administrators to dive deep into historic support activity, while also providing a real-time view of support through the ability to monitor support sessions.

Monitor representatives in real-time to help train new employees, or just to ensure quality assurance. Support reps that are being monitored will see a watermark in their representative console, so they know that a manager is watching over his or her shoulder. Much like listening in to phone calls, this feature allows IT support departments to ensure a superior customer experience.

Video recording of every remote session

Records session videos of the visible user interface of the endpoint screen for the entire screen sharing session, including metadata to identify who is in control of the mouse and keyboard at any given time. Many of our customers find this feature very useful for effectively training the entire IT team on even complex issues, as well as for providing detailed training on complex processes to end-customers.

What other features set BeyondTrust Remote Support apart?

The only remote device support solution your team needs—even across platforms and device categories. With support for all platforms included in the core product, Remote Support enables anywhere, anytime attended / unattended access across any device or platform (Windows, Linux, macOS, Chrome OS, iOS, Android, and more).
The only remote support tool that meets the rigorous security requirements of FIPS 140-2 Level 1. This achievement is relevant for organizations to which FedRAMP, FISMA, DoDIN APL, Common Criteria, HIPAA and HITECH healthcare regulations apply, as well as any other private or public sector organizations that prioritize security.
Recognized as a Customers' Choice in the 2023 Gartner® Peer Insights™ Voice of the Customer: Remote Desktop Software report. Over the review period, BeyondTrust received a 4.6/5 overall rating and a 4.7/5 rating for product capabilities, with 91% of customers indicating they would recommend the solution.

Next steps

Ready to learn more about BeyondTrust Remote Support? Watch the Remote Support demo to see the product in action, or find out first-hand which of the many Remote Support features will help you the most by signing up for a free trial. To talk with an expert about your session monitoring, logging, and auditing needs, contact us today!