The technical college was experiencing increased demand on their network and seeing the opportunity for malware infiltration growing. Over the past several years, the Director of IT Services had been cleaning up the technical college’s PC environment: first locking down PCs in the labs, and then removing elevated privileges for faculty and staff. By allowing only the fewest or least rights actually needed by faculty and staff, the Director of IT Services hoped to prevent the installation and spread of malware. The Director also hoped that reining in unauthorized software installs would result in fewer resource-hogging components on college PCs. With less extraneous software, the PCs could provide acceptable performance for a longer period of time, therefore allowing the college to maximize the useful life of its PCs. Simply eliminating admin rights, however, would mean that any software install would require an IT Help Desk staff person to gain access to the PC and perform the installation. Deploying IT staff around the campuses for each install would introduce a frustrating delay for faculty and staff. And, the time involved simply to coordinate these sessions would continue to increase as the number of college-maintained PCs was also expanding.

The telecom company had just completed an internal security audit and found that their NIS directories were not compliant with Sarbanes-Oxley (SOX), and they needed to find a modern solution. Microsoft® Active Directory was their ideal choice, but they needed to migrate their existing NIS user accounts and groups into Active Directory, as well as manage a vast array of non-windows infrastructure. In its main datacenters, the telecom carrier had in excess of 4,000 Unix servers and 1,000 Unix and Linux workstations that were currently being administered with NIS. They also had over 137,000 user accounts, of which less than 40,000 accounts were active users in the company. In addition to the complexity of the Unix infrastructure and the large number of user accounts, the telecom company also managed the Unix attributes of each user in NIS. Each Unix attribute (e.g., password policy) corresponded to an individual NIS domain. In total the company had 155 unique NIS domains, meaning that for each of the 137,000 user accounts, there were up to 155 additional attributes to manage.

Zappos.com's dispatch & helpdesk teams faced the challenge of supporting approximately 1,600 employees located in two different time zones and merchandisers who travel globally. Traditional tools, such as VPNs, were used but with sporadic and limited success. The challenge was further complicated by the need to support a multi-platform environment that includes Windows, Linux, and Mac. The IT team also saw the evolving requirement to support mobile devices internally. The rapid expansion of the company's headcount over the last few years has put more pressure on IT for support and training.

The National September 11 Memorial Museum, located at the World Trade Center site, is a significant institution documenting the events of September 11, 2001. The museum relies on numerous operation systems for its functioning, and the IT staff needed a robust and secure remote support solution to ensure 100 percent uptime for these systems. The team of technicians in the Memorial’s IT department work in a virtual environment and knew it was necessary to deploy a remote support solution that enabled them to meet the demanding requirement of constant uptime while ensuring security.

NowNerd, an IT technical support provider, faced challenges when it contracted with a national retailer to provide remote support. The company experienced difficulties with its existing system and decided to develop a proprietary support dashboard, NerdDeck, to offer a white label remote support interface that could be branded for each individual client. The company needed a reliable, user-friendly, and secure platform for remote support that could handle retail transactions. After months of testing and evaluating different solutions, Bomgar emerged as the clear choice.

Chili Security, a Denmark-based company providing technology support to private users and small businesses, was facing scalability issues with its existing remote support assistance tool, TeamViewer. The tool was slow and required manual processes, such as copying and pasting customers’ passwords and session IDs. Additionally, there were concerns with TeamViewer’s security measures. As the company was growing rapidly, it needed a solution that could scale with its expanding customer base and offer advanced features with a high-level focus on security.

Murphy Oil USA, Inc., a subsidiary of Murphy Oil Corporation, operates nearly 1,200 retail gasoline stations across 23 states in the United States. The company's national support center provides remote technical support for the computers and point of sale (POS) systems at each of its retail locations. Prior to Bomgar, the company used a number of different remote support tools that it found to be inefficient and cumbersome. The IT team wanted to standardize on a single remote support solution that could troubleshoot all of its retail systems. Additionally, once the Payment Card Industry Data Security Standard (PCI DSS) was formalized, a PCI compliant remote support solution became a requirement.

When a new chief information officer joined Boise State University, he recognized the need to provide broader support for the university community, particularly the student body. This was in line with Boise State’s growing emphasis on the student experience. The university was in need of a remote support solution that could support users with Windows or Mac OS X operating systems and serve users outside the university network. The remote support tool in use at the time was cumbersome for the support technicians to use and only allowed them to support devices on the university’s network. The IT support department could not fully assist faculty, staff and students working off campus.

Before BeyondTrust, Bechtle AG used various remote support tools that the team was not completely satisfied with. They lacked integration with their company ITSM solution, ServiceNow. In addition to increased IT productivity, Bechtle also wanted to achieve a higher level of data protection and IT security. They wanted a guarantee that their data would not go through foreign servers.

Norton Healthcare, a leading healthcare provider in Louisville, Kentucky, was in search of a remote support tool that could help them lower costs, increase first-call resolution, reduce incident handling times, decrease call escalations, and reduce on-site visits. Additionally, the tool needed to be secure and meet HIPAA compliance standards, including data encryption and session recording. The demand for mHealth and telehealth services was increasing exponentially, and the number of mobile devices used amongst its workforce was continually increasing. The team needed a solution that could support all these endpoints securely. Furthermore, due to the COVID-19 pandemic, Norton Healthcare had to support a significantly increased number of remote workers, many of whom were using personal devices. The team needed to ensure that remote support and remote sign-in services were able to support BYOD in a secure fashion.

The company was facing a significant challenge in managing password vulnerabilities and local administration rights, which were identified as the two biggest security holes. The company's InfoSec team was constantly putting out fires, dealing with security issues as they arose, but there was no strategic approach to preventing these issues from occurring in the first place. The company needed a solution that would allow them to take a proactive approach to security, reducing the attack surface within their infrastructure and preventing breaches before they happened.