The Dangers of Managing to Metrics in Your Service Desk
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.
RecordedSep 11 201343 mins
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Stacy Blaiss (Director of Product Marketing), Tal Guest (Senior Product Manager)
Despite the rise of credential theft via phishing attacks and cyber-breaches, passwords alone are still the most common form of protection for employee accounts; many of which are used to gain access to sensitive data and systems. Not only are passwords often static, too easy to guess, and prone to theft, it’s also difficult to verify who is actually using them. These security issues with passwords are bringing two factor authentication to the spotlight, which enable a second security check beyond user name and password. Implementing this extra layer of security not only protects sensitive data and critical systems, but also verifies the user is who they say they are. This webinar will feature expert insight into multi-factor authentication technology and how organizations can shore up their security practices to better protect their networks and privileged accounts.
Chat is an excellent channel to improve service desk productivity, but when dealing with complex issues, it’s sometimes not enough. If your chat solution is implemented in a standalone silo, then customers may have to transfer to phone support when their issues go beyond the point of text, resulting in a disjointed customer experience. But if the chat transitions directly into a screen-sharing session, the support agent can instantly see and resolve the issue while maintaining a seamless conversation. This session will outline how to increase the value and power of chat through integrating it with other solutions such as remote support, knowledge bases, CRM and more. Turn your service desk into a one-stop-shop with a modern, integrated approach to support.
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.
An increasing number of high-profile data breaches are being traced back to compromised third-parties. Cybercriminals know that many companies have poor policies and technology in place to manage vendor access to their network. If a hacker takes advantage of vendor vulnerabilities and accesses your network disguised as a legitimate third-party, they typically have weeks or months to move around and gain access to critical systems. This webinar will feature a live hack that will show step by step how cyber criminals gain footholds into your network and ultimately infiltrate sensitive systems. You will also hear results from groundbreaking research on why vendor vulnerabilities exist, and offer solutions for what companies can do to increase their security posture and mitigate the threat from third-party access.
Mike Sell and Brian Page (Bomgar), David Martinez (HEAT), Annette Davis (UNC Health Care)
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.
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.
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.
Effectively controlling and monitoring privileged access is central to an effective defense in depth strategy. This webinar will offer insight into how to mitigate cybercrime risks and create a winning network protection strategy.
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.
Bomgar Privileged Access Management enables security professionals to control, monitor and manage access to critical systems by privileged users and third-party vendors. Check out this short video to learn more!
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.
Watch a cyber-attack unfold live to show you how your vendors can unwittingly leave the door open to your network and understand how to prevent these by managing, controlling and auditing all vendor access This webcast will offer best practice recommendations on how to secure vendor access to your organization. Hear top tips on how to protect your company and customer data, infrastructure and assets from cyber-attacks by securing vendor access while improving productivity.
This webinar will offer best practice recommendations on how to secure vendor access to your organisation. Hear top tips to protect your company and customer data, infrastructure and assets from cyber-attacks by securing vendor access whilst improving productivity.
Tech support at a college or university can be a daunting task to take on. Most IT departments in higher education face meeting varying support demands of faculty, staff and students that are often spread across multiple locations. This makes delivering unified service a challenge. This session will outline how Bomgar can combat such issues in the higher education setting. Attendees will hear from two customers, The University of Miami and Cape Fear Community College, who will share a glimpse into how they consolidated support efforts with Bomgar to provide a more unified and collaborative approach to tech support. Learn how both schools improved all-around success for their service desks, and how they turned tech support into a positive experience for the school as a whole.
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.
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.
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.
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.
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.
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.