Maintaining HIPAA & Security Compliance with Bomgar Solution
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Bomgar appliance
- Microsoft’s remote desktop protocol (RDP)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Cities & Municipalities
Services
- System Integration
About The Customer
Located in the Blue Ridge Mountains in the northwestern part of North Carolina, Wilkes County covers 760 acres and is home to nearly 70,000 residents. The county government is responsible for providing essential services to its residents, as well as ensuring public safety, promoting education, protecting the environment, fostering economic development and enhancing quality of life. The county’s IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites. Major sites include the sheriff’s office, health department, landfill, animal control and the airport.
The Challenge
Wilkes County’s IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites. Major sites include the sheriff’s office, health department, landfill, animal control and the airport. Before the county implemented Bomgar as its remote support solution, the IT department used Windows built-in freeware tools to provide remote support to users. However, this software was not always effective, and trips to the county sites were often required to assist users. When a decision was made to roll out laptops to the sheriff department’s patrol unit, Adams knew that finding a new tool for supporting those devices when the sheriff’s staff was out on the road was critical.
The Solution
Adams evaluated a number of remote support solutions, including Citrix GoToAssist and LogMeIn Rescue, but it quickly became apparent that Bomgar best met the county’s needs. Bomgar’s solution is purpose-built to give tech support professionals secure access to any system or device on any network without changing firewall or network settings or pre-installing client software. All chat and support actions performed remotely to troubleshoot systems are encrypted as well as logged and recorded. As a result, Bomgar’s unique appliance-based solution provides the most comprehensive set of compliance and security features for remote support. Adams also likes the ease with which remote sessions can be established. “With Bomgar, I don’t have to use Microsoft’s cumbersome remote desktop protocol (RDP) to connect to devices. I can just open my Bomgar rep console and jump straight into PCs and servers to update them, whether I’m at the office or at home at night. I didn’t have that console level access using RDP.”
Operational Impact
Quantitative Benefit
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