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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by Elizabeth Hulsey published

Upgrade to Bomgar 14.1 Today!

Earlier this month, we announced the general availability of Bomgar 14.1, which offers new features for desktop and mobile device support. If you haven’t upgraded yet, or taken the time to review the new features, you are missing out!

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by lshulof published

5 Steps to Stop Vendors from Making You a Data Breach Victim

Target Data Breach

Target Corp. revealed yesterday that the hackers who stole 40 million credit card numbers breached their systems by using credentials stolen from one of its vendors. While Target didn't specify which vendor or system was initially breached, the news shines a light on a major security gap: unsecured vendor access. This is not a new or unknown issue. The 2013 Trustwave Global Security Report found that 63% of the 450 data breaches studied were linked to a third-party component of IT system administration, meaning a third party had introduced security deficiencies easily exploited by hackers. And according to Verizon's 2013 Data Breach Investigation Report, 76 percent of network intrusions exploited weak or stolen credentials. We understand that organizations can’t just cut off vendor access to all of their systems. But that doesn't mean you need to hand over the keys to the kingdom. Here are five actions you can take now that can make a big impact on improving your vendor access security.

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