Welcome to the Bomgar blog - Bomgar Nation. This blog explores the generality of the remote support universe and the impact of Bomgar’s solution, customers and people. May the force be with you.

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Last week, one of Bomgar’s seasoned solutions engineers, Bryan Hood, shared tips in a Network World article around ways helps desks could be unintentionally hurting their organizations. Because they’re so focused on resolving technology issues and keeping users productive, help desks often put their company in harm’s way by using legacy tools, shared passwords and incomplete security practices.

 Here’s a summary of the tips that Bryan shared. Make sure to check these out to ensure your help desk is actually helping versus hurting you.

 

  • Using outdated remote access tools - With the growing rates of employees working remotely, the help desk is becoming increasingly reliant on remote access tools to support remote systems and devices. However, many are still using legacy remote access tools such as RDP, VNC or Dameware to remotely fix devices over the Internet. According to Verizon’s 2012 Data Breach Investigations Report, “Remote access services (e.g., VNC, RDP) continue their rise in prevalence, accounting for 88% of all breaches leveraging hacking techniques—more than any other vector.”  By using these tools your help desk could be putting the company at risk for data breaches.

 

  • Sharing generic passwords - To get the most out of an investment in remote access tools, the help desk will often use solutions that offer named licenses, which encourages using default login credentials (ex: Tech01, Tech02, etc.) that are shared across technicians. This eliminates the ability to monitor who is doing what within your network and increases the likelihood of a hacker figuring out the generic credentials.

 

  • Focusing on the same old metrics- By focusing so much on metrics such as Average Handle Time (AHT), help desks often use tools or processes that help them meet SLAs, but aren’t best for the company as a whole or the end-user’s experience. Help desks should also be incented and empowered to focus on not only efficiency, but also quality and security.
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Posted by Elizabeth Hamilton on Feb 15, 2013 12:31 PM CST
Valentine’s Day is a week away if you couldn’t tell by the stores filled with pink cards, teddy bears and candy hearts. While these are all good ways to show that “special someone” you’re forever theirs, Valentine’s Day is also a great time to show your coworkers how much you appreciate them.  But as much as I like getting chocolate from my colleagues, as an IT admin, there are other ways I’d prefer they show that appreciation—not just on February 14th, but throughout the year.

Your friendly IT department does a great job of helping you with your technology issues so you can get back to work. However, sometimes we wouldn’t mind a little help ourselves. All good relationships require give and take so, with that in mind, here are five simple things that you can do to show your IT department just how much you care.
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Posted by Joshua Wright on Feb 8, 2013 2:07 PM CST
Monday is Data Privacy Day, an annual event designed to increase awareness of data privacy, security and related concerns in the digital era. Powered by the National Cyber Security Alliance, their site has a number of great resources for helping consumers to stay safe online and protect their personal data.

But what about protecting your  work data? This is arguably even more important than safeguarding your personal information, as a corporate data breach could put not just your personal data at risk, but also that of your colleagues, your customers, your suppliers, etc. In short, bad news.
 
So with that in mind, we thought we’d celebrate Data Privacy Day here at Bomgar by taking a look at five ways IT can help keep corporate information safe: 
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Posted by Liz Shulof on Jan 25, 2013 11:17 AM CST
The topic of cloud computing (computing resources being delivered as a service over a network) is certainly not a new one.  You can’t open a tech publication, whether printed or online, without seeing an article featuring “The Cloud.” It’s become an integral part of our business and personal technology.  But while the benefits of cloud computing have been well touted, less attention has been paid to the associated drawbacks. 

Last week, Symantec  released the results of a survey conducted for which IT executives at 3,236 organizations were asked questions related to Avoiding the Hidden Costs of the Cloud.


Rogue clouds

The first and biggest hidden cost introduces a major threat to security and therefore monetary resources – rogue clouds. Symantec found that rogue cloud deployments (use of a cloud based service without the authorization or oversight of the company’s IT department) happen in about three-fourths of all organizations.  Really, there are probably very few of us who haven’t used an unauthorized app or online software at one time or another to make our job easier.  Unfortunately, while rogue cloud deployments may allow the individual to be more productive, they also often inadvertently put confidential information into the cloud, leading to potential liability and monetary repercussions:

Among those who reported rogue cloud deployments, 40 percent experienced the exposure of confidential information, and more than a quarter faced account takeover issues, defacement of Web properties, or stolen goods or services. 
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Posted by Liz Richardson on Jan 23, 2013 2:41 PM CST
At Bomgar, we have a lot amazing customers doing really interesting things with our technology. One organization that we’re so proud to call a customer is The National September 11 Memorial & Museum The 9/11 Memorial is a tribute of remembrance and honor to the nearly 3,000 people killed in the terror attacks of September 11, 2001, as well as the six people killed in the World Trade Center bombing on February 26, 1993. Opening its doors in September 2011, the 9/11 Memorial’s twin reflecting pools are each nearly an acre in size and feature the largest man-made waterfalls in North America. The pools sit within the footprints of where the Twin Towers once stood, with the names of every person who died in the 2011 and 1993 attacks inscribed on bronze panels lining the edge of each pool.


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Posted by Elizabeth Hamilton on Jan 14, 2013 2:11 PM CST
Earlier this week, eWEEK published an article noting that weak passwords are a top IT security risk for 2013 and recommending companies, “hunt down systems with default passwords.”

“In the past year, about 90 percent of successful breaches analyzed by Verizon started with a weak or default password, or a stolen and reused credential, which is a trend that will continue, said Wade Baker, managing principal for the company's RISK team. The company analyzed data gathered from incidents it investigated in 2012 to identify the causes of data breaches.

‘Taking all the attacks that happened to larger corporations and government, about 90 percent had weak or stolen credentials,’ Baker said. ‘We see no reason that that trend will change in 2013.’”

Often these weak or default passwords are associated with a remote access solution, giving hackers a wide open door into an organization’s entire network.  In their most recent Data Breach Investigation Report, the Verizon team found:
 
“Remote access services (e.g., VNC, RDP) continue their rise in prevalence, accounting for 88% of all breaches leveraging hacking techniques—more than any other vector. Remote services accessible from the entire Internet, combined with default, weak, or stolen credentials continue to plague smaller retail and hospitality organizations. Often these victims share the same support and/or software vendor. Scripted attacks seeking victims with known remote access ports (TCP 3389, RDP or VNC), followed with issuance of known default vendor credentials, allow for targets of opportunity to be discovered and compromised in an automated and efficient manner.”
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Posted by Liz Shulof on Jan 4, 2013 12:51 PM CST
If you haven't yet upgraded to the latest version of Bomgar, here's a video demonstrating the exciting new features in 12.3.  For more information and instructions on how to download the new version, check out bomgar.com/12-3


Posted by Liz Shulof on Dec 28, 2012 12:36 PM CST


Loyal Bomgar Nation: ‘Tis the season, and we are happy to announce that once again it’s time for the 5 Days of Bomgar! We always look forward to our weeklong event of giving back to our awesome customers and fans. We have a whole week of contests and prizes planned just for you - our loyal Community members, Facebook fans, Google+ friends, Twitter followers and general Bomgar groupies.  You’ll have five days’ worth of chances to win great Bomgar gear for yourself, that special IT pal or favorite someone at home.  And the best news is the more you participate, the better your chances are to win a shiny, new iPad mini! 

The rules are easy.  Just look for our  Community announcementFacebook post, Google+ status or Tweet each morning at 9:30 am EST from December 10th through December 14th to enter that day’s giveaway.  The tasks are simple and the prizes are many – so don’t miss out!

For every day you participate in a task on Days 1 through 5, you are entered into the grand prize iPad mini drawing on December 17th. That means you can be entered to win up to five times! Plus, you are eligible to win prizes each of those days five days as well! That’s why we call it the 5 Days of Bomgar (or 5 Days of Really Awesome Free Stuff).   

This year we’re even giving you a head start on Day One’s task! Here you go and good luck!


Day One: Christmas Carol Lyric Challenge - Take two lines of your favorite Christmas carol, change them to be about Bomgar, post them in the Bomgar Community. We had a lot of great responses, congratulations to our random five winners:

  • Andrew Dawson
  • Donald Burdette
  • Matthew Langley
  • Tim Egan
  • Rob Miller

Day Two: Bomgar Feature Frenzy: Twitter followers tweeted their favorite Bomgar feature and why with the @Bomgar handle and the #5Days hashtag yesterday. Congratulations to our four random winners!
 

  • @beauboyett
  • @8bitdigitaltv
  • @Nvrsaydinosaur
  • @Dupdeets
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Posted by Elizabeth Hamilton on Dec 3, 2012 8:04 AM CST
At this month’s EDUCAUSE trade show, the Bomgar booth featured live lessons from our customers about how they’re using Bomgar to address their support challenges, including consolidating IT tools and processes. The following video features a presentation by Josh Jones, associate director of user support services at University of North Dakota, which highlights how the University of North Dakota implemented Bomgar to unify the campus and consolidate IT support efforts. With nine major colleges and segmented support teams, the University of North Dakota wanted to consolidate and standardize remote support. Bomgar offered a better solution than hosted solutions for the University, for a number of reasons. Watch the video below to learn how Bomgar's appliance-based solution has enabled the UND help desk to handle an increasing volume of support requests with the same amount of staff.




Posted by Elizabeth Hamilton on Nov 30, 2012 9:48 AM CST
Apple released the iPad Mini early in November. So I thought I'd make a (what turned out to be very informal) demo of the Bomgar Representative Console on the iPad Mini. I recorded it on my iPhone, so some of it's a bit clunky, but the content is worth sharing.





Incidentally, I wrote this post from the iPad Mini, too.
Posted by Justin Brock on Nov 29, 2012 6:36 PM CST
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