Service Desk Management - solid

Report
Bomgar Product Strategy
SECURE REMOTE SUPPORT FOR THE MOBILE ENTERPRISE
BOMGAR
Solution Overview
Stuart McGregor
Regional Sales Manager
William Culbert
Solutions Engineer
© 2011 Bomgar Corporation | CONFIDENTIAL
Where does Bomgar “Fit”?
Bomgar Product Strategy
Systems Management keeps tabs on all the systems, but it provides no means of resolving issues.
Service Desk Management merely tracks support incidents, doing nothing to speed up resolution.
Self-Help and Knowledgebase solutions only work for certain types of incidents
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What does Bomgar “Do”?
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Bomgar Product Strategy
Increased Customer Satisfaction
Increased Operational Efficiency
Increased Security and Control
3
Bomgar At a Glance
Bomgar Product Strategy
• 6500+ Customers in 70
Countries
• Net Promoter Score = 65
– (Apple = 78, eBay = 65, Facebook = 65, and
Google = 63)
• Global Partners
• Award Winning
• Gartner “Cool Vendor”
4
Current Trends in Remote Support
Bomgar Product Strategy
Complexity of “Consumerisation” / BYOD
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•
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Homeworking / Mobile Users
End User Devices & Smartphones
Networking Challenges
Service Desk Efficiency
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Chat
Collaboration
Service Desk Integration
Security of Legacy & SaaS-based
Remote Access Tools
5
One Screen, Any Device
Bomgar Product Strategy
6
iPad / iPhone Support Rep Console
Bomgar Product Strategy
Gives support reps the flexibility to support users from
their iPad /iPhone at any time from anywhere.
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Android Support Rep Console
Bomgar Product Strategy
Gives support reps the flexibility to support users from
their Android Tablet / Phone at any time from anywhere.
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Access below the OS
Bomgar Product Strategy
9
Unique Appliance Based Security
Bomgar Product Strategy
• Security & Audit
– Centrally Controlled
– 3rd Party Security
Validated
– LDAP, RADIUS, Kerberos
integration
– Secure sessions without
requiring VPN or firewall
configuration
– Provide full audit logs
– Session Videos
Penetration Tested
The Only Remote Support Solution
to be FIPS 140-2 Certified
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Data Breach Investigation 2011
Bomgar Product Strategy
2011 Data Breach Investigations Report
US Secret Service
Verizon Business Risk Team
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Security Breach Method of Infiltration
Bomgar Product Strategy
“In 63% of our investigations in
which a method of entry could be
determined, the attacker simply
leveraged an available remote
access application”
“In many cases, the breached
entity was unaware that a remote
access application was even
present and exposed to the
Internet”
Trustwave Global Security Report
June 2011
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More than just Screen Sharing…
Bomgar Product Strategy
• Any Device, Any Network
• Branded Support Portals
• Secure Chat
• Collaboration (Reps & 3rd Party)
• Agent & Customer Surveys
• Support ITSM Integration
• Certified Security & Full Audit
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How Bomgar Works ?
Bomgar Product Strategy
15
Bomgar Product Strategy
DEMO.
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Bomgar Improves Key Support Metrics
Bomgar Product Strategy
Staff Utilization
from 10-30%
Incident Handling
from 10 to 50%
1st Call Resolution
from 20 to 50%
Call Escalation
from 10 to 30%
Customer Satisfaction
30%+
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