Are you providing frontline technical support to your customers? Sometimes this can be a challenge. Priority Technical Support for SonicWALL Gold partners can help. During this 30-minute presentation we'll show you how Priority Technical Support provides a comprehensive portfolio of benefits, tools and resources designed to help you resolve customer support issues, increase profitability and create competitive advantage.Read more >
Join us as Senior IT Manager and HDI Contributor, Mike Hanson, walks us through results from the 2013 HDI Desktop Support Practices & Salary Report, focusing on desktop support staffing and the use of remote support. Then hear from Bomgar Senior Solutions Engineer, Adam White, to learn best practices for optimizing your service desk.Read more >
When it comes to providing solutions to law enforcement for gunfire alert and analysis, it's important to delivery the right type of support at the right time. Learn how ShotSpotter transformed their support operations with Service Cloud through automated case escalation and improved agent productivity. Enhanced visibility enabled ShotSpotter to have better collaboration between support, sales, and account management while driving improvement throughout the organization with reporting insights.Read more >
The service desk continually invests time and money into solutions that can more efficiently track issues and resolve end-user requests. One key element in service desk support success is integrations, specifically between remote support and ticketing systems. Your remote support software should fit seamlessly into your environment and increase your return on those investments. Bomgar offers pre-built integrations for the leading service desk, CRM, and systems management solutions, including an integration with HEAT Software. This webinar will feature an in depth look at the integration from solutions experts from both Bomgar and Heat, as well as implementation success from UNC Healthcare. Attendees will gain exclusive insight the value and benefits that service desks can expect to see from both the Bomgar and HEAT software solutions, as well as the integration between the two products.Read more >
Join the Pulse Secure Support team for a webinar focused on the key things you need to be ready for the transition of support and services from Juniper Networks to Pulse Secure on August 1st.
Topics in this webinar include live demos and links related to:
· How to login to support center
· How to create a case
· Software licensing and downloads
· Other common questions
With Bomgar, you can strengthen remote support security. Each encrypted connection is outbound, so you can connect without VPN or firewall changes. You can leverage Active Directory and LDAPS to manage authentication, define more than 50 permissions for technicians, and capture a detailed audit log of every session.Read more >
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.
Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer satisfaction. In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements, highlighting some year-over-year changes and trends from the HDI 2015 Desktop Support Practices & Salary Report.Read more >
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.Read more >
Fast incident resolution is at the center of so many ITSM metrics, and remote support is a key part of a multi-channel contact center’s ability to speed time to resolution. This webinar will outline unique types of metrics that you can capture using remote support technologies, how they are related, and how to analyze those metrics to improve services. You will also learn easy methods for cutting resolution times and boost customer satisfaction scores through remote support.Read more >
With more and more systems and devices needing technical support, you can’t always have or wait on end-user assistance to get you the access you need. Many remote support solutions don’t provide access to unattended systems in their core product. But with Bomgar Jump clients you can remotely access Windows, Linux and Mac computers wherever they are. In this webinar, learn different ways to access remote desktops, laptops, POS systems, kiosks and servers, even if no one is present to give you control.Read more >
Provide remote assistance securely through firewalls to any remote desktop, server, POS system, or mobile device.Read more >
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.
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.
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.Read more >
With the continued rise of bring your own device (BYOD) initiatives, and mobile employees using varied devices such as tablets and smartphones, a new, highly complex set of support and security challenges has arisen for IT. In this webinar Ovum Research will outline the findings from a recent survey of 300 IT decision-makers across the UK, France and Germany, on the challenges they face in supporting employees who are becoming increasingly more mobile. Ovum and Bomgar will also share best practices for supporting remote and mobile end-users in a more efficient, secure way.Read more >
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.Read more >
Enterprises have come to rely heavily on Apache Hadoop for business critical applications. Therefore it is critical for them to resolve cluster issues rapidly when time is of the essence. What if you can have access to a support service that proactively monitors your Hadoop infrastructure, and also recommends tailored solutions and actions? Learn how over 100 Hortonworks customers are using proactive issue detection and faster case resolution to solve problems before they occur.
In this webinar, Paul Codding, Hortonworks Sr. Product Manager, discusses the new features and functionalities available in SmartSense 1.2.1 that further enhance the value of Hadoop infrastructures.
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Colleges and universities are often at the forefront of new tech support challenges, from BYOD, to supporting remote campuses and online students, to keeping up with the latest social media tools. Yet despite these modern complications, some higher education institutions are not just keeping up with the demands of supporting students and staff - they are improving the support experience. Hear from Peter Jurh of Boise State and James Davies from University for the Creative Arts on how, using Bomgar's remote support solution, they have handled the influx of new technologies and off campus students, while improving the end-user experience.Read more >
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 Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses 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.
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.
Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.
Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.