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

GoToAssist Eliminates an On-Premises Option with their Netviewer Support Upgrade

GoToAssist as Netviewer Upgrade

If you want to rent remote support software from a SaaS provider, you have lots of options - Citrix GoToAssist, LogMeIn Rescue, Webex Support Center, and others. But if you want an on-premises option for remote support software, you have fewer. Until recently, Netviewer was one such option. http://en.wikipedia.org/wiki/Netviewer Netviewer was a German company. Their software enabled online meetings and remote support. While they emphasized software-as-a-service, they also allowed security-conscious customers to purchase Netviewer Support and install it on a self-hosted server. Back in early 2011, Citrix Systems, Inc., acquired Netviewer. It seems to have been more an acquisition of market share than of technology, as no major updates to the Netviewer 6.x series occurred after the acquisition. Citrix already had GoToMeeting and GoToAssist, and, quite logically, encouraged Netviewer users to upgrade to these.

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by lshulof published

Five Ways to Ensure Your Remote Support Tool isn’t Helping Hackers

Has your organization been the victim of a data breach? No? Well, it may just be a matter of time. Data breaches are so prevalent today that some security experts suggest we all assume our networks have already been breached and start revising our security practices from there. Even though we usually hear about breaches of big name brands, companies of all sizes need to make sure they’re securing every possible point of entry into their networks. The 2013 Global Security Report by Trustwave identified “remote access” as the most widely used method of infiltration in 2012, accounting for nearly half of all breaches by hackers.

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by Nathan McNeill published

2013 Trustwave Global Security Report: Remote Access Still the #1 Pathway for Hackers

Remote Access #1 Attack Pathway Trustwave

It’s obvious that cyber-crime is no longer just fodder for futuristic, suspenseful movie plots, such as War Games or Sneakers. The future is here. And though we may not be Bruce Willis saving the US financial system from cyber-terrorists, we are all obligatory players in what is quickly becoming an online battlefront. Today, Trustwave released their 2013 Global Security Report, analyzing more than 450 incident response investigations, along with data from two million vulnerability scans, 400 web-based data breaches, and more than 20 billion e-mails. The threat to each and every business is undeniably real, with cyber security threats, “increasing as quickly as businesses can implement measures against them.” Although Retail and Food and Beverage organizations were the primary target, Trustwave found that, “nearly every industry, country and type of data was involved in a breach of some kind.” Welcome to the War of the Cyber World.

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by Justin Brock published

Windows 8? Yeah, you can use Bomgar.

Windows 8, Microsoft's latest operating system is out today, and I'm pretty excited. While there have been some thoughtful and mixed reviews for it, the consensus at least has been that Microsoft seems to be thinking outside of its usual bounds. In case there are early adopters among the many Bomgar users, I wanted to highlight the compatibility statement put out by our product engineers earlier this month. You can read the full statement about Windows 8 compatibility over at the changelog.

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by Justin Brock published

Can you rely on your remote support software?

When customers and employees depend on you for tech support, you need to be able to depend on your support technology. Most of the Bomgar alternatives - GoToAssist, LogMeIn Rescue and Webex Support Center, for example - are SaaS or cloud-based solutions. They host the software. You rent.

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by Justin Brock published

iPhone 5 Live Blog Event at Bomgar

Since Apple announced the iPhone 5 today, Bomgar employees took a lunch break to watch the liveblog event from TwitTV and follow streams from Endgadget, AnandTech and other outlets. CEO and founder, Joel Bomgar, was there, so I thought I'd pull him aside to get his take on the announcement. (Appropriately, I recorded this video with my iPhone.)

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by Elizabeth Hulsey published

Don’t Open the Door to Hackers

The news is filled with headlines announcing one data breach after another as both financially and socially motivated hackers worm their way into private networks. A data breach can create chaos in any size organization, with major financial repercussions, not to mention the impact on a company’s brand reputation as well as its customers’ trust and loyalty. Every data breach is different, but there is one common factor that many of them share: a remote access service or tool was used to infiltrate the network.

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by Nathan McNeill published

Laptop vs Tablet: A Personal Take on the Great Debate

I’ve been trying to lose weight…about six pounds around my shoulders and in the overhead bin. So after years of dragging my laptop through airports, I bought an iPad, installed a few apps and ventured out into a lighter world. But lightening my load also raised some heavy questions: how does going mobile affect work productivity? Would I be able to get all of the same things done? Where does the tablet fall short? What can be done better away from my laptop and what can’t be done at all?

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by Nathan McNeill published

Vendors Facilitate Security—But Only You Can Create It.

Of all the product claims made by software vendors, perhaps no claim is so consistently overblown as that of security. Especially when one stops to consider that not a single product out of thousands of security products does anything by itself to ensure security. But wait, you say, Bomgar is not a security product per se but we do make a lot of claims about our product’s security and how it’s superior to our competitors.

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