Shane,

You wrote:
[...]
>
>what is the best way for non-techncial personel (ie help desk operators) to
>restore files? it's got
>to be easy, graphical and foolproof - that's why we bought adsm.
>
[...]

You might look into software that allows You to control other computers
remotely. E.g., I am currently using Timbuktu Pro to maintain and control a
Windows NT based server in another building at our campus; with Timbuktu
Pro, it is very seldom that I need to walk over to this other computer.

Timbuktu Pro allows You to transfer files, watch what is happening at the
remote computer or actively control what is happening there (with the
latter two options, You view the screen of the remote computer in a window
on Your system). Before You may access the remote computer (which may be
done using a TCP/IP network), Timbuktu Pro asks You to enter a Timbuktu Pro
userid and the corresponding password that was established for the remote
system (so, if properly handled, no additional security hole is introduced).

In the case of help desks, products like Timbuktu Pro might provide
sufficient value in themselve to justify their purchase (think e.g. of the
saving of time when a user calls a help desk person with a simple problem,
being able to demonstrate the help desk person the behaviour that causes
the problems and getting demonstrated how to avoid the problem - with
explanations coming simultanously over the phone); in addition, it solves
Your problems with remote client restores, because You may control the
local ADSM client with all its capabilities remotely - the same easy,
graphical and foolproof way the ADSM GUI client works.

HTH - Alfred Novacek

P.S.: I don't have a business relation to Netopia (the company producing
and selling Timbuktu Pro) except that I am their customer. I don't know of
other remote control products, because Timbuktu Pro satisfies all our needs
(perhaps there are other listers around here that can recommend other
products). If You want more information on Timbuktu Pro (or download a 30
day trial version), You may visit the Netopia web site
(http://www.netopia.com/).

------------------------------------------------------------------------
Dipl.-Ing. Alfred Novacek
Dipl.-Ing. Alfred Novacek
Institute for Data Processing in Business Administrations,
     Economics and Social Sciences
Johannes Kepler University Linz / Austria
E-Mail: Novacek AT idv.uni-linz.ac DOT at
        Novacek AT pop.idv.uni-linz.ac DOT at
WWW: http://www.idv.uni-linz.ac.at