by Elizabeth Hulsey published

HDI Survey Shows Remote Support Tools Still a “Must -Have” for Desktop Support

HDI recently published its 2014 HDI Desktop Support Practices & Salary Report, which outlines the current state of desktop support, including practices desktop support organizations currently have in place, trends over the last three years, and expectations for the near future. HDI defines desktop support as the function primarily responsible for responding to tickets (incidents, questions, and service requests) that relate to hardware, software, and applications used directly by end users. The report states: “In 2012, it was a surprise to see remote support tools voted the most important tools for desktop support teams to have, more important even than incident management systems. After three years in the top spot, however, it’s no longer surprising.”

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by Joel Bomgar published

TA Associates Completes Majority Investment in Bomgar

TA Associates Completes Majority Investment in Bomgar

Today, we’re excited to announce that TA Associates, one of the largest and most experienced global growth private equity firms, has completed a majority investment in Bomgar. This is great news for everyone at Bomgar as well as our customers and partners, as TA Associates’ investment and unique expertise will help Bomgar to further improve our products, as well as explore new opportunities and markets.

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by LRichardson published

April Fool’s Service Desk Style

When you hold the keys to the kingdom, it can be a little hard to resist the temptation to pull a few pranks on the less tech-savvy. But what's the fun in having skills you can't put to good use?

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by Elizabeth Hulsey published

Bomgar Exhibiting and Presenting at HDI 2014 Annual Conference and Expo

Next week in Orlando, Florida, the Bomgar team will be exhibiting at the annual HDI 2014 Conference & Expo. Held at the Gaylord Palms Orlando Resort, April 1-4, the conference will provide attendees with first-class technical service and support training sessions, extraordinary speakers and plenty of opportunities to network with technology peers.

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by Sophie Brown published

Bomgar March Madness 2014

In 2012 we began a new tradition of creating a Bomgar March Madness bracket based upon some not so ESPN-like criteria. With more than 600 universities worldwide using Bomgar to support their network infrastructure, faculty and staff on an ever increasing number of operating systems and devices, we decided to look at how many of the 64 best teams in college basketball are Bomgar customers. This year, that number is again over 50%!

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by Jeremy Curley published

How Long Does it Take to Resolve That Issue?

The many different types of issues customers contact you about is an integral part of your support center. You talk about them, train on them, track them and assign levels of severity to them. But what is often missing is a clear understanding of the link between the type of customer issue and the time it actually takes to resolve that particular issue.

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by Sara Lisch published

The Importance of Leveraging Support Tools Beyond Basic Usage

For organizations who have moved beyond phone or paper, support centers need to spend large amounts of money and resources to purchase and deploy these technologies, but unfortunately often don’t invest the time to train for anything more than basic usage. In many of the support centers I visit, what I see are these technologies being used at the most basic levels rather than exploiting the wide variety of features and functionalities available to them in the tools they have already purchased.

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by Elizabeth Hulsey published

Say Goodbye to Yesterday’s Service Desk

How do your business users rate your IT service desk’s performance? And how does it compare to how your service desk rates its own performance? If the answers to those two questions don’t match, you’re not alone. 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.

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by Justin Brock published

Did Target’s Security Team Raise Concerns Before Hackers Stole 40 Million Card Numbers?

Target Data Breach

Target's security team might have known their point-of-sale (POS) systems were vulnerable months before the recent attack in which hackers stole roughly 40 million debit and credit card numbers. That's the story out today from The Wall Street Journal: "Target Warned of Vulnerabilities Before Data Breach." According to the article, it seems that an internal cyber security intelligence team expressed concern about possible vulnerabilities with the POS terminals months before the attack occurred. Concerns that were, initially at least, "brushed off." Investigations into the data breach are still underway.

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by Justin Brock published

Evaluating Remote Support Tools? Here are 10 Reasons to Choose Bomgar

Top 10 Reasons Customers Choose Bomgar

Over the past ten years, we've been asking our customers what is important to them. What do they need their remote support tool to do, who needs to use it, and so on. Through win/loss calls, surveys, PIVA (Post-Implementation Value Assessment) engagements, on-site visits and face-to-face conversations, we've learned a lot about what problems and challenges they wanted to solve with Bomgar. Now we have more than 8,000 customers. Surprisingly, many have similar reasons for choosing Bomgar. So this week we published a new infographic and related section of our site to outline these reasons.

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