1. A Feature-Based Analysis & Comparison of IT Automation Tools: Comparing Kaseya to HandsFreeNetworks Developed By: Natalia Carvajal & Albert Fernandez Advisor : Dr. S. Masoud Sadjadi School of Computing and Information Sciences Florida International University sadjadi@cs.fiu.edu http://www.cs.fiu.edu/~sadjadi/ (305)348-1835

2. Agenda Introduction Comparison & Discussion Glossary Acknowledgements References

3. Overview ReSOFT with its extensive feature set and intuitive design powered with Device Healthcare technology with all the intelligence built-in to perform automated detection, problem diagnosis and problem remediation in a completely secured environment for Windows based device management. There is nothing more important than your global desktop and laptop being always up and running. The HandsFree Networks ReSOFT makes that a reality while offering you maximum control over every aspect of operations.

4. HandsFree Networks features include automating key desktop management processes, securely monitoring of your desktop environment, around-the-clock automated end-device management and problem resolution without the need to ever send someone on-site. ReSOFT builds automation into the system diagnosis and management process by mirroring best practice associated with the provisioning of service and automating repetitive work by machine-driven tasks and processes.

5. Background HandsFree Networks is a global company provider of software and services that automate the resolution of technology problems. They have into the market space for 10+ years and have released a number of versions for supporting each new operating system released. They have into the market space for 10+ years and have released a number of versions for supporting each new operating system released

6. OS Coverage ReSOFT – Support Automation Solution covers a variety of operating systems which includes Windows 98, ME, NT, 2000, XP and Windows Vista. We have tried installing the software in on machine Windows 7 but got an error stating that the operating is not supported.

7. Grouping Managed Devices ReSoft allows you to group managed devices by several categories. Automated Support Infrastructure (ASI) system management is based on a hierarchical group structure. At the top of the hierarchy are group categories. You cannot add groups to built-in group categories

8. Functional Coverage The functionalities that are covered in this product include Agent base Architecture, Asset Management, Remote Control, Device Availability, and Application Monitoring, Microsoft Update Management, Malware protection and User Manager, Reporting, Microsoft Windows Service Management, Event Management and Notifications. All these features are accessible through the Automated Support Infrastructure Dashboard Overview(ASI).

9. 1.1 Architecture HandsFree Networks Software ReSoft, contains an agent based architecture. There is only one agent and it is accessible through the website. What makes this agent unique is the code that is entered by the user once the agent is installed. Most of its functionality is based on scrips.

10. 1.2 Auditing & Asset management HandsFree Networks does not include Auditing as part of its available tools. The Asset information includes the assistant summary, network adapters, printer information startup programs, DNS servers installed programs, software version information, software license information, network services, network clients, network protocols, Bios information, Cache Information, port connector information, system slot information, on-board device information, language information, memory device, socket information, CD-ROM drive information, logical disk information, monitor information, physical disk information, user account information, video controller information, modem information, sound card information, installed software updates, update file version information.

11. 1.3 Remote Control ReSoft has the functionality to remotely connect to its clients through two different methods. The first using Citrix GoToAssitant and UltraVNCDiscuss what can be done with remote control (file transfer, etc)

12. 1.4 Automation ReSoft implements it’s automation through scripts.. Knowledge is required to create these scripts as well as run them, so without the proper knowledge the software becomes useless Kaseya does offer a much easier way to take full advantage of its tools through the deployment of its agents.

13. 1.5 Monitoring You can use one or more of spcrips to run an application, and Scrip 100 (File Distribution and Retrieval) to track execution completion Processor Utilization - HandsFree Networks provides a configurable way to monitor processor utilization and report critical situations. It gives you the interrupt rate and queue length to enable understanding of the cause behind poor performance.

14. Monitoring (Cont’) Memory Utilization & Paging performance - Monitors memory usage, reports, and alerts critical memory utilization situations. This feature provides information on physical and virtual memory and also swap space. It can be used as an early warning system for low memory conditions. It is real time and therefore is considered as a better indicator of degraded system performance. Disk Capacity & Disk Performance - ReSOFT gives you information on both logical and physical disks statistics. The information is fetched real time and can be used to alert critical conditions of disk utilization. It allows auto cleaning of unwanted data and files. Network Utilization - This feature monitors and reports high bandwidth usage. It provides information on network utilization and bytes sent and received.

15. 1.6 Patch Management HandsFree Networks end-to-end software update management service enables the distribution of not only popular Microsoft application updates but also other common application updates, including Adobe Flash and Adobe Acrobat patches. This robust software distribution has both concepts of push-based software distribution and pull-based software patching mechanism with fine-grained endpoint targeting, giving IT organizations greater control and visibility into the patching process. Kaseya’s Patch Management function is a lot easier to use than Resoft’s. It lets the user Scan and Patch machines in less than 2 steps and even look at the history of all its machines.

16. 1.8 Endpoint Security The closest module our tool has that compares to Kaseya’s Endpoint Security is the Malware protection module. ReSoft does not however includes any other type of protection For each system that needs malware to be neutralized, the Scrip 27 configuration must be changed to enable protection.

17. 1.11 Reporting Through ReSOFT you can print all type of report summaries from section related activities, scheduled activities, legacy related reports, event notifications, one-time report covering a fixed period of time The Automated Support Infrastructure (ASI) event log management report module (ELRM), makes the task of preparing reports on support activities and events taking place at your clients’ sites easy and straightforward.

18. 1.12 System/User/Admin Management HandsFree Networks System Management feature consists of internal client management and system related functionality. The peer-to-peer communication between ReSOFT clients makes this feature a robust functionality for desktop management. Kaseya’s System Management not only has a lot of features, it organizes them into groups were they are easily accessible

19. 1.13 Usability The overall usability of this product was somewhat limited, since we had a demo we could only do limited tasks, but also while using the product we felt that the usability of Kaseya was a lot easier due to the fact that everything was organized in the left pane, whereas in the Resoft tool everything is done through scripts and everything is very disorganized when comparing it to Kaseya

20. 1.14 Reliability The Resoft product is somewhat reliable, while some functionalities are fairly dependable others just do not seem to get the job done with reliability. The System we were working with was a demo and it was located on a different site so as far as the demo goes it was reliable. The actual product on the actual site, based on user reviews, is usually reliable as the product is available for use during the critical hours of the day. As for the functions they are very comprehensive as they do cover a large area of Automation.

21. 1.15 Performance The system is responsive most of the time and works quickly and efficiently. Since we were introduced with the demo site and with demo credentials we were not able to do some admin functions and were not able to test those, but for the most part the demo system was very fast and responsive.

22. 1.16 Supportability Licensed users get first priority on any questions asked as well as any features requests submitted. Knowledge base help which includes a wealth of articles and information to help the user in installation and usage of the HandsFree Networks Support Automation frameworks. You can communicate through their online support system and raise a support request online using their Web-Support Form

23. Agenda Introduction Comparison & Discussion Glossary Acknowledgements References

24. 2. Comparison and Discussion After reviewing the product we realized that the strengths of the product are in their functionalities not in its usability. Everything is done through scripts and it is not user friendly, This could constitute as one the weaknesses. There is a very steep learning curve and you must be well-trained in programming scripts in order to use the program efficiently. While IT automation has increasingly grown in the market as providing a way to ease IT duties and jobs, using this particular tool has created more work than a regular IT automation tool like Kaseya which is definitely more user friendly.

25. 2.1 Evaluating and Discussing 1 Architecture Rating: 3 The way the product was designed, it does have a nice layout where you can see your machines on the left and you can see the tools on the right. Tools are visible to the user. 2 Audit & Asset Mgt Rating: 4 When the client machine is selected, there is a button in the middle pane that lets you see the asset report of that machine. Audit is easily accessible under the admin tools on the top right. 3 Remote Control Rating: 2 In order to use this tool you have to write a script. This makes the tool harder to use instead of easing the job. 4 Automation Rating: 2 Although this is an IT Automation Product almost everything is done through scripts and is not very effiecient. One must undergo training and have high programming skills in order to use this product correctly. 5 Monitoring Rating: 2 This function is also done directly through scripts, one must enable a script in order to monitor an application in a certain machine, so this should have a user friendly way of also doing it. 6 Patch Mgt Rating: 4 The Patch management tool is a little more user friendly than the rest of the functions, it lets you group patches and allows user notification. 7 Backup & Disaster Recovery Rating: 0 Our product does not have a Backup & Disaster Recovery function. 8 Endpoint Security Rating: 2 While Resoft does not have a definitive Endpoint Security function it does provide Malware Removal and Intrusion protection. These functions are processed through scripts and are fairly tough to comprehend and operate. 11 Reporting Rating: 3 Though the Reporting function is not one of the best, it gets the job done by being able to run a report at any time and by only taking 1-2 minutes to complete. 12 System Rating: 2 Although Resoft provides a wide range of System Admin tools they are scattered throughout the Dashboard and are not grouped together as they are in Kaseya. 13 Usability Rating: 2 Since we had the Demo of the Product the usability was limited to certain functions but from the functions that we were able to use they we realized that they were not user friendly, everything is accomplished through scripts and it is a product that takes a lot of knowledge in order to be used efficiently. 14 Reliability Rating: 3 The product is somewhat reliable when referring to the demo we used. The functions that we encountered worked with reliability while some gave us an Access Denied error. 15 Performance Rating: 4 The performance of the product was well received. It worked well and very quickly to get any tasks done. The only thing that slowed this process down was the writing of scripts, but as far as the functions go they worked efficiently. 16 Supportability Rating: 2 Although being able to access them online is helpful, at times phone support allows for a faster way to resolve problems. When you place a ticket they do take quite some time to respond to it.

26. 2.2 Rating Results Explanation/Discussion KaseyaReSoft 1 Architecture53 2 Audit & Asset Mgt44 3 Remote Control42 4 Automation42 5 Monitoring32 6 Patch Mgt54 7 Backup & Disaster Recovery30 8 Endpoint Security52 11 Reporting33 12 System42 13 Usability42 14 Reliability33 15 Performance44 16 Supportability53 Total5636

27. 3. Glossary ReSoft: The Handsfree Networks tool that enables IT Automation ASI: Automated Support Infrastructure Dashboard: ReSoft’s interface to manage functions ELRM: Event log management report module

28. 4. Acknowledgements Chetan Chandra Director - Marketing & Sales (NA) |HandsFree Networks Inc. Office: 1-603-889-6230 Mobile: 1-919-749-1563 Fax: 1-919-342-4010 Skype: chet32

29. 5. References www.HandsfreeNetworks.com https://nanoheal.org