by lshulof published

Understanding Today’s Students Helps Us Prepare for Tomorrow’s Employees

This week Bomgar will be exhibiting at the EDUCAUSE 2010 Annual Conference, which brings together IT professionals, experts and vendors within higher education. Bomgar works with more than 250 educational organizations, and we understand their constant struggle to be “cutting edge” while also cutting budgets. But the latest class of students has brought some additional challenges to campus. Even if you aren’t in the education market, you should take note of these trends. By this time next year, many of these students will be your new employees.

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by LRichardson published

Stacking Up to PCI Compliance

Last week’s Verizon’s 2010 Payment Card Industry Compliance Report, which included about 200 assessments from 2008 and 2009 of PCI Qualified Security Assessors (QSAs), found only 22% of analyzed businesses to be fully meeting PCI Data Security Standards (DSS), a set of standards put in place in 2006 to protect card holder data and eliminate credit card fraud. Only 22%! Give you some misgivings about swiping your credit card at the checkout?

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by lshulof published

EDUCAUSE 2010 - From the Show Floor

Bomgar is exhibiting at this week's EDUCAUSE 2010 Annual Conference, the premier event for IT professionals at colleges and universities. As I mentioned in my post on Monday, higher ed IT departments are facing a lot of challenges, thanks in large part to their tech-savvy students.

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by lshulof published

EDUCAUSE 2010 - More from the Floor

Today we continued our Q&A's with higher ed IT professionals at EDUCAUSE 2010, asking: -Is technology a factor when students are selecting a school? -Does technology make your job easier or more complex? Or both?

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by lshulof published

EDUCAUSE 2010 - Thanks for Stopping By!

Thanks again to everyone who came by the Bomgar Booth at the EDUCAUSE 2010 Annual Conference last week!

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by lshulof published

Is Support Standing in the Way of BYO Technology?

This week, Ann All of IT Business Edge wrote a great post about support being “one of the biggest sticking points for employee-owned technology.” There’s no denying that end-users want more device choices and the ability to use personal devices in the workplace. As Ann points out:

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by Sandra Hanna published

Bomgar’s New Self Service Center

Responding to our customer requests and needs, we recently implemented a new Self Service Center (SSC). The SSC gives you access to in-depth Bomgar technical information and your support incidents 24 X 7. To access the SSC and activate your login: -Browse to http://www.bomgar.com/support and click on the Login button, as shown below.

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by Nathan McNeill published

Help Desk FCR – Are we setting our sights too low?

Last week, we published the HDI Benchmark Report for Financial Services, the first in a series of industry benchmark reports for IT help desks. The data was originally collected for HDI’s annual Practices and Salary Survey, but for the first time we’ve broken it down by industry, allowing help desks to compare their performance with their direct peers.

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by LRichardson published

Steve Forbes & Bomgar at CIOSynergy

At the end of last month, Bomgar & CIOsynergy partnered to produce an energizing and stimulating event for IT professionals in the Atlanta area. With special guest Steve Forbes taking the lead, the event brought together 280 IT professionals to “discuss, debate, and challenge the daily hurdles of IT Leadership.” Forbes presented lessons in leadership and touched on topics from his recent book, Power, Ambition, Glory , a book highlighting parallels between leaders of the ancient world and today. Here's just one of our favorite lessons from the book:

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by Sandra Hanna published

Using Rep Invite to Avoid Escalations

When I first started in technical support at one of the top three computer vendors, we kept defining and redefining support levels and support agreements with our external customers. We would meet quarterly and spend a great deal of time talking about how many calls were escalated. What we didn’t talk about was how much dashing around the building and calling around we did to find the right resource that could help solve the customer’s escalated issue – a network issue, an operating system issue, a business application issue, even a memory/CPU board issue. It seemed like we were always looking for the expert with our escalations.

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