Improving ITSM Metrics with Remote Support

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Adam White, Sr. Solutions Engineer, Bomgar
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.
Jul 17 2014
36 mins
Improving ITSM Metrics with Remote Support
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  • Ten Steps to Reap the Rewards of Chat Support Recorded: Jun 25 2015 39 mins
    Jeremy Curley, Director of Business Solutions, Bomgar
    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.
  • Desktop Support and Data Breaches: The Unknown Dangers Recorded: Mar 17 2015 33 mins
    Bryan Hood, Senior Solutions Engineer, Bomgar
    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.
  • Securing Remote Access against Backoff Malware and More Recorded: Aug 6 2014 31 mins
    Boatner Blakenstein, Sr. Director of Solutions Engineering; Bryan Hood, Sr. Solutions Engineer
    The Department of Homeland Security has issued an advisory for the “Backoff Point-of-Sale Malware,” which has compromised nearly 600 U.S. businesses. According to Karl Sigler, threat intelligence manager with Trustwave, “The criminals gained initial access through remote access systems set up on many POS systems for support and troubleshooting purposes. They would run a brute-force attack on the remote access system's passwords.”

    Most IT departments, outsourcers and vendors rely on remote access tools, such as Microsoft Remote Desktop and LogMeIn, to access and work on remote computers and systems. But these tools are too often readily accessible from any Internet location and rarely configured to require multi-factor authentication, making them easy and popular targets for hackers.

    In this webinar, Boatner Blankenstein, Sr. Director of Solutions Engineering, and Bryan Hood, Sr. Solutions Engineer, at Bomgar, will walk through the Department of Homeland Security’s recommendations for securing remote access, and explain what support teams need to do to implement these guidelines. They’ll also share best practices for improving remote access security beyond the basic recommendations to further protect systems from malware and data breaches.
  • Improving ITSM Metrics with Remote Support Recorded: Jul 17 2014 36 mins
    Adam White, Sr. Solutions Engineer, Bomgar
    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.
  • No End User? No Problem. Mastering Unattended Remote Support with Bomgar. Recorded: Jun 19 2014 46 mins
    Adam White, Senior Solutions Engineer, Bomgar
    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.
  • Increasing Customer Satisfaction Despite Increased Service Desk Demands Recorded: Apr 8 2014 57 mins
    Peter Jurhs, Boise State; Deedra Pearce, Green Clinic Surgical Hospital; Ryan Pollard, CLM Group; Liz Richardson, Bomgar
    Front-line stories from Boise State, Green Clinic Health Systems and The CLM Group

    Yesterday’s service desk is fast disappearing. New technology and the eradication of geographic boundaries is changing customer expectations and service desk demands. Amid these new pressures, support organizations are taking important steps to create positive change to not only keep up with new demands, but also increase customer satisfaction.

    Peter Jurhs of Boise State, Deedra Pearce from Green Clinic Health Systems and Ryan Pollard from the CLM Group will take turns sharing brief examples of how their service desks increased customer satisfaction and efficiency while also responding to increased demand. They will also participate in a panel Q&A about increasing the scope of support, handling the impact of systems changes, best practices for maintaining positive customer relationships, and more.
  • Stop Squandering Service Management Spend: Maximize ROI through Integration Recorded: Mar 12 2014 35 mins
    Sara Lisch, Business Solutions Manager, Bomgar
    Today’s support centers spend a lot of money and resources on technology, including phones, service management, remote support, self-help, and knowledge base systems. Unfortunately, most organizations only leverage the most basic functions within these tools, rather than exploiting the wide variety of available features. Often this is due to user learning being left to “tribal knowledge” versus formalized training. In addition, support centers make processes more complicated by not integrating systems in order to provide a seamless path for both customers and support agents. When systems aren’t fully utilized or integrated, agents are forced to jump between multiple tools and processes, slowing down issue resolution and creating inconsistent and poor support experiences for customers.

    In this webinar, Sara Lisch, Business Solutions Manager at Bomgar, will outline how organizations can fully utilize integrated web-based technologies to better resolve issues and provide a stellar customer experience. Sara will cover:

    - Basic and advanced usage of remote support, chat, knowledge base and ticket management tools
    - How to utilize built-in features to enable a consistent support experience and a more streamlined workflow
    - Best practices for integrating systems and processes to provide a seamless experience for customers and agents
  • Say Goodbye to Yesterday’s Service Desk Recorded: Feb 27 2014 45 mins
    Featuring guest speaker Amy DeMartine, Forrester Research, Inc., and Nathan McNeil, Bomgar
    A recent Forrester Research survey found that when IT and business organizations are asked whether IT delivers high-quality, timely end user support that anticipates employee/customer needs, there is a huge disparity. IT professionals think they are doing a good job, whereas the business disagrees. For most IT organizations, the service desk is the most used single point of contact (SPOC) for business customers¹, making it the lens through which all of IT is viewed. If IT leaders want to improve customer service and the perception of IT, they need to stop obsessing over traditional service desk metrics, and start analyzing whether the quality of interactions is meeting the business’s expectations.

    In this webinar, Forrester Senior Analyst Amy DeMartine, will outline the questions Infrastructure & Operations leaders should be asking to fully understand whether their service desk is meeting business needs. Amy is a member of Forrester's service management and automation team, which serves I&O and service support and delivery professionals in improving, optimizing, and automating the services they offer to business consumers and users. Amy will also share five key strategies for improving the customer experience and keeping the service desk relevant.

    In addition, Nathan McNeill, Co-founder and Chief Strategy Officer at Bomgar, will provide an overview of some best practices and tools service desks can implement to support these strategies.

    ¹”This Isn’t Your Grandfather’s Service Desk”, Forrester Research, Inc., November 15, 2013
  • Stop Hackers by Securing Remote Desktop Protocol (RDP) for IT Support Recorded: Feb 18 2014 36 mins
    Bryan Hood, Sr. Solutions Engineer, Bomgar
    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.
  • Mobile Device Support and BYOD: Managing Today’s Mobile Demands Recorded: Jan 28 2014 37 mins
    Roy Atkinson, HDI and Boatner Blankenstein, Bomgar
    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.
  • The ROI of Remote Support: A case study by Forrester Consulting Recorded: Dec 16 2013 31 mins
    Shaheen Parks, Manager, Forrester Consulting
    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.
  • Supporting Mobile Employees: Does Your Remote Support Service Stack Up? Recorded: Nov 26 2013 45 mins
    Richard Absalom, Analyst, Ovum Research
    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.
  • Process Integration and Automation is a Key to ITSM Success Recorded: Oct 24 2013 43 mins
    Steve Beavis, Senior Sales Solution Consultant, Cherwell; Boatner Blankenstein, Sr. Director of Solutions Engineering, Bomgar
    Processes ensure that service delivery is consistent, managed effectively, and that everyone is working towards the same goal. However, the potential flaw with processes is the requirement for human intervention, which is why Integration and Automation are key. In this webinar we'll review the key processes for IT teams and Service Desks, how those processes complement each other, and best practices for integrating and automating those processes.
  • How Universities are Improving the Tech Support Experience for Students & Staff Recorded: Sep 24 2013 45 mins
    Peter Jurhs, Boise State University; James Davies, University for the Creative Arts; Scott Braynard, Bomgar
    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.
  • The Dangers of Managing to Metrics in Your Service Desk Recorded: Sep 11 2013 43 mins
    Sara Lisch, Manager of Business Solutions, Bomgar
    Service desks run their business and make critical decisions based on metrics. However, if the metrics used are unbalanced or biased, organizations may be making big decisions based on misleading information. Bomgar’s Manager of Business Solutions, Sara Lisch, will point out the pitfalls involved when support teams are evaluated and focus too closely on one or two commonly used service desk metrics, such as Average Handle Time, Customer Satisfaction, Quality, or Issue Resolution, rather than a balanced scorecard. She’ll also investigate the dangers of self-reported metrics and give insight into how service desks can collect unbiased and well-rounded feedback from support session analysis in order to obtain a true picture of performance on which to make business decisions.
  • Uncover the Value of Customer Satisfaction Data to Transform Your Service Desk Recorded: Aug 15 2013 41 mins
    Robert Jew, Senior Director of Business Solutions, Bomgar
    When measured correctly, Customer Satisfaction (CSAT) data can open a window into your customer base. The cornerstone of every support organization should be an effective process for gathering, analyzing, and applying CSAT data. Bomgar’s Senior Director of Business Solutions, Robert Jew, will outline a methodology for creating a successful CSAT program, focusing on four major components: survey design, survey administration process and roles, performance reporting and evaluation, and analysis of drivers and causes.
  • Extending "Desktop" Support for Today’s Mobile Assets Recorded: Jul 18 2013 36 mins
    Nathan McNeill, Co-Founder and Chief Strategy Office, Bomgar
    With the popularity of remote working, using smartphones and tablets for work, and BYOD programs, traditional “desktop” support has become quite complex. Today’s IT organizations are challenged to provide end-to-end support—from software distribution and patching to asset management and incident support—for a wide variety of devices and platforms located around the world, both on and off their networks. In this session, you will learn best practices and new technologies for:

    · Managing the full lifecycle of computing devices—including servers, PCs, mobile devices and more—from deployment to retirement.
    · Improving service quality and time to resolution.
    · Eliminating travel time and expense, shipping costs and labor to repair remote systems.
    · Enhancing service desk satisfaction and reduce IT staff costs.
  • Does Your Desktop Support Stack Up? Benchmarks & Best Practices from HDI Recorded: Jul 10 2013 39 mins
    Mike Hanson, Sr. IT Manager, Healthcare & HDI Contributor; Adam White, Sr. Solutions Engineer, Bomgar
    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.
  • Is Your Service Desk Helping or Hindering Today’s Hackers? Recorded: Jun 6 2013 39 mins
    Dave Hylender, Senior Network Analyst for Verizon Business and Nathan McNeill, Chief Strategy Officer for Bomgar
    Dave Hylender unlocks this year's Verizon Business Data Breach Investigation Report, sharing key findings on the most common attack pathways, who's at risk and how the threat landscape is changing. Then Bomgar's Nathan McNeill outlines why remote access tools continue to be a popular pathway for hackers and provides practical guidance for securing your service desk’s remote tools.
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  • Title: Improving ITSM Metrics with Remote Support
  • Live at: Jul 17 2014 3:00 pm
  • Presented by: Adam White, Sr. Solutions Engineer, Bomgar
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