Improving ITSM Metrics with Remote Support

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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    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.
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    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
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    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.

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    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.

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    · Improving service quality and time to resolution.
    · Eliminating travel time and expense, shipping costs and labor to repair remote systems.
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  • Does Your Desktop Support Stack Up? Benchmarks & Best Practices from HDI Recorded: Jul 10 2013 39 mins
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  • Is Your Service Desk Helping or Hindering Today’s Hackers? Recorded: Jun 6 2013 39 mins
    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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