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    • Desktop Support and Data Breaches: The Unknown Dangers Desktop Support and Data Breaches: The Unknown Dangers Bryan Hood, Senior Solutions Engineer, Bomgar Recorded: Mar 17 2015 4:00 pm UTC 33 mins
    • According to the 2014 HDI Desktop Support Practices & Salary Report, remote control tops the “must have” list of technologies to successfully provide desktop support to end users. Unfortunately, many service desks are using legacy remote access tools that often leave security gaps putting companies at higher risk of data breaches. This is not a new or unknown issue. Often, IT departments don’t realize the tools they’re using to provide tech support are also being compromised by hackers to plant malware and steal data.  According to the 2013 Trustwave Global Security Report, legacy remote access tools such as RDP and VNC are cited year after year as the most common attack pathways used by hackers. So if remote control tools top the must-have list, what can service desks do to securely support their users without putting their organizations at risk?

      This session will educate desktop support professionals on how hackers are targeting legacy systems and what they need to do to secure their environment.

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    • Ten Steps to Reap the Rewards of Chat Support Ten Steps to Reap the Rewards of Chat Support Jeremy Curley, Director of Business Solutions, Bomgar Recorded: Jun 25 2015 6:00 pm UTC 39 mins
    • Study after study confirms that chat is both a cost effective and customer friendly channel. However, many organizations haven’t yet implemented chat or are still relying on email and phone as primary support channels. Moving to chat can be a daunting task, and too many organizations add chat as a support channel without proper planning. Inevitably, the full benefits of chat are never realized and customers refuse to embrace the new channel. This session will share actions a support organization can take to ensure the success of a new chat channel: ten steps that can help you put the right people, processes and technology in place to successfully launch and gain value from chat support.

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    • Stop Hackers by Securing Remote Desktop Protocol (RDP) for IT Support Stop Hackers by Securing Remote Desktop Protocol (RDP) for IT Support Bryan Hood, Sr. Solutions Engineer, Bomgar Recorded: Feb 18 2014 5:00 pm UTC 36 mins
    • Many IT departments and IT services vendors rely on Microsoft Remote Desktop Protocol (RDP) to access and work on their own or their clients’ remote computers and systems. Unfortunately, RDP is a common access pathway for hackers, who easily guess default logins and passwords or use brute-force attacks to gain control of RDP connections. Today, there is a thriving interest in RDP hacking, with cybercriminals buying and selling access to point-of-sale terminals and other systems that have RDP enabled on underground forums.

      In fact, the 2013 Trustwave Global Security Report states: “Organizations that use third-party support typically use remote access applications like Terminal Services (termserv) or Remote Desktop Protocol (RDP), pcAnywhere, Virtual Network Client (VNC), LogMeIn or Remote Administrator to access their customers’ systems. If these utilities are left enabled, attackers can access them as though they are legitimate system administrators.”

      Natively, RDP has no centralized management, auditing or reporting, and limited identity management integration. In addition, RDP is designed for remote access on a local area network (LAN), and establishing a connection to a computer on a remote network usually requires a VPN tunnel and firewall configurations that compromise security - such as opening the default listening port, TCP 3389.

      In this webinar, Bryan Hood, Sr. Solutions Engineer at Bomgar, will demonstrate how organizations can eliminate these security gaps, by routing RDP through Bomgar’s secure remote support appliance. With this approach, tech support professionals can still access and fix all of the systems they need to, without opening a door to hackers.

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    • Mobile Device Support and BYOD: Managing Today’s Mobile Demands Mobile Device Support and BYOD: Managing Today’s Mobile Demands Roy Atkinson, HDI and Boatner Blankenstein, Bomgar Recorded: Jan 28 2014 6:00 pm UTC 37 mins
    • Three years ago, in response to upheaval in the technical service and support industry, HDI set out to investigate the current practices and opinions surrounding support for end-user mobile devices. At the time, BlackBerry was the device of choice across the board, and the term “BYOD” had only recently been coined. In the year that followed, the influx of mobile devices into the workplace threw support teams off balance: customers were requesting help with a wider selection of devices, and customer expectations, particu¬larly with regard to working on the go, were increasing rapidly. Now, 15% of tickets are related to mobile device support, and 52% of organizations have an optional BYOD program.

      In this webinar, Roy Atkinson of HDI will discuss the state of mobile support and BYOD now, and discuss key findings from HDI’s recent research. Roy is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers.

      Roy will be joined by Boatner Blankenstein of Bomgar, Sr. Director of Solutions Engineering at Bomgar, who will demonstrate some service desk tools and best practices for supporting today’s influx of mobile devices.

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    • The ROI of Remote Support: A case study by Forrester Consulting The ROI of Remote Support: A case study by Forrester Consulting Shaheen Parks, Manager, Forrester Consulting Recorded: Dec 16 2013 4:00 pm UTC 31 mins
    • Forrester Consulting recently completed a case study examining the total economic impact and potential ROI enterprises may realize by deploying the Bomgar remote support solution. To quantify the impact of using Bomgar’s technology, Forrester interviewed staff from Surgical Information Systems (SIS), a provider of perioperative information technology software. The Bomgar solution enables SIS to provide world-class service through more efficient support, increased security, and improved compliance, resulting in a more positive customer experience. During this webinar, Forrester will explain the costs and benefits SIS realized and how it resulted in a 419 percent return on their Bomgar investment with a payback period of 3.1 months. Bomgar will then share additional benefits tech support organizations can realize with a modern remote support solution, citing real-world customer examples.

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    • Service and Support as a Business Service and Support as a Business Jeff Rumburg, Managing Partner at MetricNet Upcoming: Mar 15 2016 6:00 pm UTC 60 mins
    • Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

      The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

      In this presentation I reveal an approach for managing IT service and support as a business. Additionally, I propose a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, I discuss the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

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    • The High Performance Support Organization - Benchmarking Data from the Industry The High Performance Support Organization - Benchmarking Data from the Industry Jeff Rumburg, Managing Partner at MetricNet Recorded: Dec 8 2015 7:00 pm UTC 64 mins
    • The High Performance Support Organization - Benchmarking Data from the Industry's Top Performers

      Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in the industry, identify performance gaps, and define the actions necessary to close the gaps.

      The power of benchmarking is that it enables a support organization to save enormous amounts of time and energy by building upon the know-how of the industry’s world-class performers. Support desks that focus exclusively on their internal operations tend to make progress incrementally, through trial-and-error, at an evolutionary pace. But benchmarking forces an organization to look externally – at the best-in-class. By studying the best-in-class, and selectively adopting practices from the best-of-the-best, service desks that utilize benchmarking are able to improve their performance at a revolutionary pace.

      In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will share benchmarking data synthesized from literally hundreds of IT service and support benchmarks. He will highlight and pinpoint the characteristics that are common to the industry’s most successful support organizations. You will learn how these world-class competitors achieved industry leadership in days or weeks, not months or years, and how they sustain their competitive advantage to remain at the top of the industry.

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    • The Zen of Support! The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Oct 14 2015 6:00 pm UTC 61 mins
    • The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

      In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

      Attendees of this webcast will learn:

      •Three Sources of Leverage in a Strategic Support Organization

      •Two Metrics to Measure Your Progress Towards Strategic Significance

      •Key Success Factors for Achieving Strategic Enlightenment

      •Benchmarking Results from Strategic Support Organizations

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    • From Desktop Support to Technology Partner From Desktop Support to Technology Partner Roy Atkinson, Cay Robertson, Mike Hanson Recorded: Nov 19 2013 4:35 pm UTC 60 mins
    • The twenty-five industry experts and seasoned practitioners who sit on the HDI Desktop Support Advisory Board leverage their diverse experiences to provide critical insight into the trends and needs of the desktop support community. As part of a project the DSAB is calling “The Desktop Support Road Map,” the board members have been working to understand where the desktop support community is going, what skills practitioners should be developing, and what value they can bring to their organizations and institutions in the near future.

      In this webcast, Cay Robertson, Mike Hanson, and Roy Atkinson will discuss key topics relating to the future of desktop support, including the DSAB’s strategic view of desktop support, the transformation of desktop support, and the skills and training that transformation will require.

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    • Ensuring Success in IT Service and Support: Case Studies from the Front Lines Ensuring Success in IT Service and Support: Case Studies from the Front Lines Jeff Rumburg Recorded: Oct 29 2015 6:00 pm UTC 64 mins
    • Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance?

      We invite you to join MetricNet as we review case studies from some of the world’s foremost service and support organizations. Learn how these industry superstars:

      •Maximize Customer Satisfaction


      •Reduce Ticket Volumes


      •Manage Service Levels


      •Reduce and Minimize Costs


      •Optimize the Channel Mix


      •Demonstrate Economic Value


      In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will provide 10 specific best practices that are common to the industry’s top performers!

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