The ServiceVision security process

Encryption & User Authentication
Built directly into SecureAgent^® are two key security features that are always implemented when remote connections are requested:

• Encryption is applied to all data transfer at extensive levels.
• User Authentication implements a request-challenge-response before
  any connection can be established. This requires the user to enter a
  unique ID and password, which must be approved by the target machine. As part of a patent-pending logon procedure, user combinations are REVOCABLE by a remote administrator.

One type of authentication is a fixed combination that must be validated.
This requires both a user ID and password, which have been registered with SecureAgent on the target machine, to be confirmed on the target machine before the request for connection is honored.

NOTE: Both user ID and password may be locally, or remotely, changed by an administrator
at any time.

Connections may also be established at an expanded level of security - where a user ID and password are dynamically generated by a third-party control center. The combination is then registered with SecureAgent on the target machine, transparently issued to the user, and revocable once the connection is broken. Once the connection request is made, and access permission is validated by SecureAgent at the target site, the connection is established. When the connection is broken, the user ID/password can be immediately and automatically modified, disabled or removed altogether - thereby, protecting the system from unauthorized remote use. In addition, all user ID and password combinations are encrypted and do not travel the same TCP/IP network path used for connection.

ServiceVision Process Chart
(Graphic illustrates the ServiceVision process using a network or the internet via TCP/IP)

The ServiceVision Process

1. ServiceVision monitors an array of enterprise systems that are connected to a monitoring station. When an error or critical situation occurs, ServiceVision sends an alert to the dispatch control center.
   
   
2. The dispatch control center, using the ServiceVision interface, uses a knowledge database to search for the appropriate remote field engineer to fix the problem and sends that person a problem ID # via telephone or pager.
   
   
3. The field engineer contacts the dispatch control center to confirm that he can work on the problem.
   
   
4. The dispatch system sends an alert to the specified field engineer along with
   
   
   • A UserID to log onto the system
   • A random one-time-use password to access the computer systems involved
     
     
   At the same time the remote field engineer is being contacted, the dispatch system will also transmit the UserID, password and privileges back to the SuperVision (patented and patent-pending) monitoring station that created the alert . This security procedure allows the field engineer to access the system.
   
   
5. The field engineer logs onto the system and communicates with the monitoring station to access an event history log and fix the problem on the particular mainframe. This process may be done from the remote field engineer's laptop terminal, hand held PC or his desktop computer. All communications are secure with the ServiceVision system.
   
   With ServiceVision, the secure communications and servicing process occurs over network or Internet lines via TCP/IP.
   
   ServiceVision uses the innovative security processes of SecureAgent - a secure remote access method that encrypts and compresses all data sent over the network or Internet via TCP/IP. This security method, used with ServiceVision's assignment of individualized keys and UserID's for each service call, provides complete security for customers' systems.
   
   
6. Once the problem is fixed, the remote field engineer notifies the dispatch control center that the problem has been resolved. When the job is closed, the unique UserID and random password pair are invalidated so that the field engineer no longer has access to the mainframe computer.

The ServiceVision Process Chart - utilizing an 800 connection
(Graphic illustrates the ServiceVision process using a 1-800 connection)




The ServiceVision 800 Process

1. ServiceVision monitors an array of enterprise systems that are connected to a monitoring station. When an error or critical situation occurs, ServiceVision sends an alert via 1-800 # to the POP gateway, which sends the alert to the dispatch control center.
   
   
2. The dispatch control center, using the ServiceVision interface, uses a knowledge database to search for the appropriate remote field engineer to fix the problem and sends that person a problem ID # via telephone or pager.
   
   
3. The field engineer contacts the dispatch control center to confirm that he can work on the problem.
   
   
4. The dispatch system sends an alert to the specified field engineer along with
   
   
   • A UserID to log onto the system
   • A random one-time-use password to access the computer systems involved
     
     
   At the same time the remote field engineer is being contacted, the dispatch system will also transmit the UserID, password and privileges back to the SuperVision monitoring station that created the alert . This security procedure allows the field engineer to access the system.
   
   
5. The field engineer logs onto the system and communicates with the monitoring station to access an event history log and fix the problem on the particular mainframe. This process may be done from the remote field engineer's laptop terminal, hand held PC or his desktop computer. All communications are secure with the ServiceVision system.
   
   With ServiceVision, the secure communications and servicing process occur over a 1-800 connection, that is provided.
   
   ServiceVision uses the innovative security processes of SecureAgent - a secure remote access method that encrypts and compresses all data sent over the 1-800 connection. This security method, used with ServiceVision's assignment of individualized keys and UserIDs for each service call, provides for complete security of customers' systems.
   
   
6. Once the problem is fixed, the remote field engineer notifies the dispatch control center that the problem has been resolved. When the job is closed, the unique UserID and random password pair are invalidated so that the field engineer no longer has access to the mainframe computer.

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Contact SecureAgent Software

Phone:   +1-918-971-1600