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Service management: can you trust third-party access?

— According to the proverb, the person who is a jack-of-all-trades is the master of none. Although directing this at an individual might be perceived as slightly disparaging, the concept behind it can be positive. In fact, this is the theory behind most IT service desk teams who require first-tier "generalists" to handle whatever problems may arise. For the most part, generalists should be able to help users resolve any issue, leaving no need to hire experts to support every technology used. For those times when a guru is required, it can be much more efficient to call on outside help from either the original vendor or specialist service provider. Full Story

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Appy days

— Inderjit Singh, head of enterprise architecture at NHS England, is about to go on paternity leave. One of his first ports of call for help and advice about caring for newborn twins will be the NHS Health Apps library. When he returns to work – hopefully after finding all the information he needed - he will be pressing ahead with integrating the apps library into NHS Choices and working jointly with the Health and Social Care Information Centre on publishing guidance on clinical safety reviews for healthcare apps used by healthcare providers. Full Story

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Green Clinic’s Healthy Approach to IT Support

— Operating a health-care clinic is a challenging task. The use of technology—particularly tools that help connect professionals with data and patients—is critical. At Green Clinic, a multi-specialty, non-emergency provider with a primary facility and six satellite locations in and near Ruston, La., the need to support a variety of IT tasks has prompted the company to adopt new and more powerful IT support tools. Full Story

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Exploring help desk outsourcing as 24/7-support option

— The IT department at Widener University in Chester, Pa., was at a crisis point. Unexpected IT staff turnover and high demand for more technology resources intersected, leaving the university grappling with how to provide help desk support. The school had walk-in centers that were open into the evenings, but overall, coverage wasn’t keeping up with demand. Full Story

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5 Tips IT Agents Need to Handle Unhappy Customers

— End users are always fairly calm and happy on the whole, right? When we open a new toy and it doesn't work quite the way we expect, we cheerily get on the phone with a tech support rep who, being in a pleasant mood himself, happily and patiently works through the issue and saves the day. Full Story

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BOMGAR: Talkin’ the Talk & Walkin’ the Walk

— The difference it makes when health and fitness are part of the culture of a company, not just an add-on. Research proves time and again that healthy employees are more productive, take fewer sick days, cost their employers less in insurance rates and claims and are generally happier than their couch potato counterparts. So why don’t more companies encourage a climate of health and fitness? I wish I knew. One local company that not only encourages such a climate, but has made it an integral part of their corporate culture, is Madison County-based Bomgar. Full Story

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Five Steps for Securing Third-Party Vendor Access

— The massive Target data breach that occurred late last year underscores the security risks associated with allowing third-party vendors to access your network. The revelation that hackers compromised an HVAC vendors’ credentials to initially infiltrate Target’s network isn’t all that surprising when you review the numerous studies that have called out how often security gaps are introduced by third-party vendors. Full Story

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Third-party access adds vulnerability

— It's very common for organisations to allow external service companies to access to their systems, typically vendors and support specialists who assist with the maintenance, installation and troubleshooting of IT systems. Full Story

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Getting Kids Excited about Technology at a Young Age

— If you would have asked Joel Bomgar when he was 15 years old if he knew he’d be running one of the world’s fastest growing technology companies one day, he probably couldn’t tell you. As far as he knew, he was just a teenager who loved to take apart the family computer and rebuild it to see if he could make it faster than before. Full Story

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Why the ‘Walk and Talk’ Matters: Q&A with Joshua Wright

— What are the biggest challenges to keeping the IT department top-of-mind? I can’t emphasize enough how important it is for IT to communicate with end-users—not just when things go wrong but ongoing. One of the biggest challenges for CIOs is to not only ensure that they’re communicating with the broader organization, but also that they’re instilling this behavior within their team as well. Frontline reps sometimes have a tendency to keep their heads down and avoid proactively asking how things are going for fear of being inundated with complaints and requests. It’s true that soliciting feedback from end-users will likely result in more work but that’s okay. To stay top-of-mind, the IT department needs to be out there engaging with the user base every day—not just when there is a tech issue. As the workforce grows increasingly distributed, it’s important that IT do this “walk and talk” with remote staff as well. This is something my team has focused on with our home-based employees. Sometimes it’s as simple as a quick check-in via phone or chat just to see how things are going and confirm that there aren’t any service issues taking place. It sounds simple, but these brief interactions can go a long way in fostering a relationship between remote workers and IT. Full Story

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| Senior Director of Public Relations Bomgar Corporation

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