Virtual Network Computing (VNC) for Network Troubleshooting
LTS Process Improvement LTSP-13
"As we already have VNC viewer and clients installed on local machines, T2's can use the remote access machines to ping various network issues, such as running tracerts out of a single location toward a specific tool. HSTS will also be able to reproduce networking issues in local areas at handover time and after local business hours. This will assist in the determination on whether or not a NOC escalation or GSD escalation is necessary as it starts or confirm a resolution outside of local business hours." - Jason Rosello
Having access to a VNC server in each site would allow the Tier 2 Analysts to quickly establish local network performance regardless of their location. This would mean that, say, a T2 Analyst in Prague could test the network performance in KL during their down time, or they could rule-out or confirm if a site is being affected without needing to rely on people reporting issues. There would be no need to postpone a NOC escalation until people at the affected site start their day.
This can improve reliability, efficiency and performance.
In a Nutshell
The costs should be minimal as the VNC software is free and open source. All that would be needed at each site is a dedicated box running the server software. To access the server an analyst would just need the IP address and the password for the remote server.
As a company, Expedia Group decommissions many PC’s and laptops every year. Any one of these would be adequate for the job.
VNC Viewer can be added as an extension to Chrome.
If you have any questions regarding this pitch please feel free to reach out.