bomgar product strategy secure remote support for the mobile enterprise © 2011 bomgar corporation |...
TRANSCRIPT
Bomgar Product Strategy
SECURE REMOTE SUPPORT FOR THE MOBILE ENTERPRISE
© 2011 Bomgar Corporation | CONFIDENTIAL
BOMGARSolution OverviewStuart McGregorRegional Sales Manager
William CulbertSolutions Engineer
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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
Where does Bomgar “Fit”?
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What does Bomgar “Do”?
• Increased Customer Satisfaction• Increased Operational Efficiency• Increased Security and Control
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• 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”
Bomgar At a Glance
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Complexity of “Consumerisation” / BYOD• Homeworking / Mobile Users• End User Devices & Smartphones• Networking Challenges
Security of Legacy & SaaS-based Remote Access Tools
Service Desk Efficiency• Chat• Collaboration• Service Desk Integration
Current Trends in Remote Support
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One Screen, Any Device
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Gives support reps the flexibility to support users from their iPad /iPhone at any time from anywhere.
iPad / iPhone Support Rep Console
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Gives support reps the flexibility to support users from their Android Tablet / Phone at any time from anywhere.
Android Support Rep Console
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Access below the OS
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• 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
Unique Appliance Based Security
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2011 Data Breach Investigations Report
US Secret ServiceVerizon Business Risk Team
Data Breach Investigation 2011
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Trustwave Global Security Report June 2011
“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”
Security Breach Method of Infiltration
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• Any Device, Any Network
• Branded Support Portals
• Secure Chat
• Collaboration (Reps & 3rd Party)
• Agent & Customer Surveys
• Support ITSM Integration
• Certified Security & Full Audit
More than just Screen Sharing…
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How Bomgar Works ?
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DEMO.
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Staff Utilization
Incident Handling
1st Call Resolution
Call Escalation
Customer Satisfaction
from 10-30%
from 10 to 50%
from 20 to 50%
from 10 to 30%
30%+
Bomgar Improves Key Support Metrics