Top 7 iTivity Features Every IT Pro Should KnowiTivity is a mature remote support and remote access platform used by IT teams to troubleshoot systems, manage endpoints, and provide support to end users. Over the years it has accumulated a feature set designed for secure, efficient, and scalable remote management. Below are the seven features every IT professional should know, why they matter, and practical tips for getting the most value from each.
1. Remote Control with Multi-Platform Support
What it is: iTivity provides remote control of Windows, macOS, and many Linux distributions, plus the ability to access mobile devices and headless systems.
Why it matters:
- Cross-platform capability reduces the need for multiple remote-support tools.
- Consistent experience for technicians speeds up troubleshooting and training.
Practical tips:
- Keep agent builds updated on all supported OSes to avoid compatibility gaps.
- Use keyboard/mouse control alongside clipboard sharing and file transfer to fix configuration issues quickly.
2. Agent-Based and Agentless Access
What it is: iTivity supports both installed agents for managed devices and ad-hoc agentless access for one-off sessions.
Why it matters:
- Agents provide persistent access, useful for managed fleets and unattended servers.
- Agentless sessions are convenient for spontaneous support without pre-installation.
Practical tips:
- Deploy agents to critical systems (servers, kiosks, executive endpoints) and configure them to auto-reconnect.
- Use agentless sessions for guest support but require strong authentication and session logging.
3. Secure Authentication and Session Encryption
What it is: iTivity includes strong authentication options (SAML/SSO, MFA integrations) and encrypts session traffic, typically using TLS and robust ciphers.
Why it matters:
- Security is crucial when remote sessions can access sensitive data or administrative controls.
- Compliance-conscious environments require auditable access and modern encryption.
Practical tips:
- Enforce MFA for all technician accounts and integrate with your identity provider (IdP) via SAML/SSO.
- Regularly review and harden cipher suites and TLS versions in your iTivity server configuration.
4. Role-Based Access Control (RBAC) and Auditing
What it is: RBAC lets administrators assign granular permissions to technicians and groups; comprehensive logging captures session details and file transfers.
Why it matters:
- Limits blast radius if credentials are compromised and ensures technicians only have necessary privileges.
- Audit logs provide evidence for compliance, incident response, and internal reviews.
Practical tips:
- Define roles by job function (tier 1, tier 2, server admin, read-only auditor) and avoid granting blanket admin rights.
- Routinely export and review logs for unusual patterns (off-hours access, repeated failures, large file transfers).
5. File Transfer and Remote Command Execution
What it is: Built-in file transfer features and the ability to run remote commands or scripts during a session.
Why it matters:
- Speeds up patching, log collection, and configuration changes without forcing a full remote desktop interaction.
- Scripted commands allow repeatable, automated fixes across multiple machines.
Practical tips:
- Maintain a small library of signed scripts for common fixes and use the remote command feature to run them safely.
- When transferring files, prefer checksums and verify permissions after transfer, especially for executables.
6. Session Recording and Annotations
What it is: iTivity can record sessions (video and/or transcripts) and allows on-screen annotations to guide users or highlight issues.
Why it matters:
- Recordings are helpful for training, quality assurance, and dispute resolution.
- Annotations improve clarity for end users during guided support.
Practical tips:
- Inform users when recording sessions to comply with privacy policies and local laws.
- Use short recordings for training clips; tag recordings with metadata (technician, issue type) to make them searchable.
7. Integration and Automation (APIs, Ticketing, and Monitoring)
What it is: iTivity offers APIs and connectors to integrate with ITSM systems (like ServiceNow, Jira), PSA tools, and monitoring platforms.
Why it matters:
- Integrations streamline workflows: open a ticket, start a session from the ticket, and automatically attach session logs.
- Automation reduces manual steps, speeds response times, and ensures consistent processes.
Practical tips:
- Start by integrating with your ticketing system so sessions can be launched from tickets and notes are appended automatically.
- Use the API to automate recurring maintenance windows and bulk agent deployment tasks.
Deployment and Operational Best Practices
- Keep your iTivity server and agents patched on a regular schedule.
- Segment remote access infrastructure on a dedicated network zone and restrict access via firewall rules.
- Enforce least-privilege RBAC and rotate technician credentials periodically.
- Establish clear policies for session recording, data handling, and acceptable use to protect user privacy and meet compliance needs.
- Train technicians on both the technical features and customer-facing etiquette (consent, explaining actions, closing loops).
Common Use Cases
- Remote help desk support (password resets, application troubleshooting).
- Server maintenance and unattended patching.
- Field technician assistance and guided end-user education.
- Compliance-driven environments requiring auditable access trails.
Conclusion
Mastering these seven iTivity features—cross-platform remote control, agent/agentless access, strong security, RBAC and auditing, file/command tools, session recording/annotations, and integrations/automation—gives IT professionals a powerful toolkit to support users securely and efficiently. Apply the practical tips above to get faster resolution times, stronger security posture, and better operational visibility.
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