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On June 10, Keith Shaw, Programming Director for NetworkWorld, interviewed Joel Bomgar on the Future of the Enterprise Helpdesk. Below is the final transcript [Part 3] of the interview.
SHAW: All right, so you brought up some security issues earlier where you were talking about compliance. Are there some other security issues involved with some of these new methods of help desk support?
And, I guess I’m wondering about how much of remote support will be in the cloud and how much of it is security related?
BOMGAR: One of the big prohibiting factors with companies adopting this new breed of remote support technology is that historically some of the vendors, not us, but many of the vendors have been software as a service.
There are huge hurdles with passing sensitive data through a third party. So companies are saying, “Well, look, I need to support this executive at home using his Mac, but corporate policy says I can’t route that sensitive data, potentially very sensitive data, through a third party.”
So, when we entered the market, we chose the appliance-based, on-premise model essentially to alleviate that problem that enterprises were having where they say, “I need to support this, but corporate policy stipulates that this data either be on my premise or I must control it. It cannot be in the hands of or passed through a third party.”
