Remote control software is a huge benefit to all IT staff when troubleshooting an issue. There are big benefits for using a service provider to host this functionality for you. There are many reasons, mainly security, to not use a service provider and instead host this application internally. However, internally hosting a remote control application can cost more in capital expenditure and overhead.
When you host something in the cloud you are giving that service provider responsibility for a significant portion of your security control. Even for something as simple as remote control software there are concerns about security. For many solutions you have to rely on the authentication mechanism the provider built, although some will allow you to tie authentication into your internal Active Directory. The provider may allow for two-factor authentication. You have to rely on the provider’s encryption mechanism and trust that all signaling (setup, control, and tear down) and data traffic is encrypted, along with the appropriate algorithms. The remote control service provider not only services your hosts, but that of many other organizations and you have trust them to keep everyone separated. Also, with all of those combined hosts, it makes the service provider a larger target for an attack than your organization may be on it’s own. When your organization’s Internet connection goes down you loose the ability to control any of your end hosts from the internal side of your organization’s network. When you delete an end host or discontinue service from the provider you data might not be completely deleted.
Hosting a remote control application within your own organization can be difficult in itself. You have to have the infrastructure to host the application. Then if you want redundancy, the application has to support redundancy and you have to have more infrastructure. Then you need to make sure you update the application on your server(s), on top of ensuring the end hosts are up to date, which requires planning, testing, and change control. If you expose your internal remote control application to the Internet, like a service provider would, then you need to monitor it for potential intrusions and attacks, and defend against those. That may require additional infrastructure and add complexity. If your organization’s Internet connection goes down and you are on the inside of your organization, then you loose connectivity to all of the remote hosts. If you are external, then you loose connectivity to all of the internal hosts.
There is no one solution that fits everyone’s needs. As a consultant I have seen many different solutions and have ones that I prefer. Do you use a remote control solution from a service provider or do you have one you host yourself? Why did your organization choose that one?