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Improving ITSM Metrics with Remote Support

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.
Recorded Jul 17 2014 36 mins
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Presented by
Adam White, Sr. Solutions Engineer, Bomgar
Presentation preview: Improving ITSM Metrics with Remote Support

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  • Screen Sharing Worth 1000 Chats Recorded: Aug 23 2016 38 mins
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    Increasingly, high-profile data breaches are tracked to compromised third-parties or privileged accounts, which is often the attack pathway taken by cyber criminals. Privileged account credentials with connections to valuable systems give hackers access to critical systems without triggering any alarms, making those people and roles ideal targets. This webinar will offer insight into results from Bomgar’s groundbreaking research on why third-party vulnerabilities exist, and offer solutions for what companies can do to increase their security posture and mitigate the threat from third-party access.
  • Control The Access, Control The Asset Recorded: Apr 12 2016 57 mins
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    Cyberattacks dominated the news in 2015, and it’s likely that 2016 will be no different. Cyber criminals are relentless in their efforts to find and take advantage of security weaknesses, which often include privileged user credentials. As computing processing power continues to increase, it’s becoming possible to break even the most complex passwords, putting every organization at risk of devastating breaches. Rather than requiring customers and employees to memorize 20-character, non-dictionary passwords, security and risk professionals need to start plotting the demise of the password and improving the security of privileged accounts. This webcast will highlight the technologies, such as privileged access and account management tools, best suited for securing your most sensitive systems and data.
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    Privileged access is a game of managing risk, and breaches leveraging privileged access exploits will solidify as the ‘attack of choice’ this year. Privileged account credentials with connections to valuable systems give hackers access to critical systems without triggering any alarms, making those people and roles the ideal target for hackers. It’s no wonder that we’ve seen this particular attack vector utilized time and time again, and beyond that, outside third-parties and vendors with privileged access are particularly juicy targets because they often use legacy access methods like tunneling that create unrestricted and unmonitored attack footholds on a network.

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    IT professionals have a lot to think about. They are called upon to be both technologists and strategists, guiding their organizations through the technology frontier and driving new business. That being said, choosing tools to better manage security can be a stressful decision. Among security issues, vendor access and third party management has surfaced as a major vulnerability. High-profile data breaches, such as the Target hack, have made evident that giving vendors access to your internal network through methods like VPN are not secure for managing, monitoring and controlling their access. This leaves IT professionals wondering “what are my vendors doing?” This webcast will offer a checklist as a guide to help IT professionals make informed decisions about solutions that will facilitate secure connections and ultimately, secure vendor management.
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    Bomgar Video
    Provide remote assistance securely through firewalls to any remote desktop, server, POS system, or mobile device.
  • Close the Door to Cyber-Attacks with Secure Vendor Access Recorded: Oct 15 2015 46 mins
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  • 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
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    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

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    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.
Valuable tech support and service desk management content
Gain knowledge and learn best practices related to internal and external tech support from industry experts and Bomgar customers and partners.

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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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