Suppliers > United States > BeyondTrust

BeyondTrust

Overview

HQ Location United States	Year Founded 1985	Company Type Private	Revenue $100m-1b
Employees 1,001 - 10,000	Website Open website	Twitter Handle @BeyondTrust

Company Description

BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges. Our integrated products and platform offer the industry's most advanced PAM solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments.

Supplier missing?

Start adding your own!

Register with your work email and create a new supplier profile for your business.

Add New Record

Technology Landscape.

View full graph in new tab

Download Image

Case Studies.

DJO LLC / Rightstar Systems

After a major merger, DJO grew from $400M to nearly $1B in revenue, as well as increased in employee size by more than 60 percent. Starting with one IT department, DJO, LLC now had multiple IT departments with numerous support channels and a veritable hodgepodge of support tools. This led to confusion, lack of productivity and increased support costs. IT leadership, with the assistance of systems integrator and trusted advisor RightStar Systems, determined that they needed a single, streamlined solution that would enable each support desk to support employees in any location, so they began an evaluation of what they coined, “borderless support” solutions.

Quintiles Achieves Compliance, Improves Productivity

Quintiles Transnational, a leading global pharmaceutical services organization, manages over 13,000 end-user computers. The company wanted to remove the local administrative privileges from all end-user accounts and run a Least Privilege user environment. This would help Quintiles achieve compliance with the FDA’s Title 21 Code of Federal Regulations, increase security, and better protect client and patient data. However, with administrative privileges removed, end-users would no longer be able to run dozens of critical third-party, off-the-shelf software, as well as many in-house developed applications. End-users would also no longer be able to install local printers or any software on their own. No workaround that they had identified would allow applications that required administrator privileges to run, and writing custom install scripts or frequently visiting individual desktops to install software was not a secure or productive solution.

Case Study: Birmingham Women’s & Children’s NHS Foundation Trust Better Remote Support for A Leading UK Healthcare Provider

Birmingham Women’s and Children’s NHS Foundation Trust faced the challenge of providing quick, efficient, and secure assistance to their remote staff. The staff often connected to the network from home via VPN, particularly on smart devices such as tablets, which had been a challenge for many years. An additional issue was accommodating third parties or contractors who required access to the Trust’s network. It was essential for the Trust to maintain absolute control and oversight of third-party access, only granting entry to the necessary systems and data. The Trust and its staff handle incredibly sensitive information and are accountable under regulations including the Data Protection Act, the General Data Protection Regulation (GDPR), and local governance policies.

Eide Bailly Technology Puts BeyondTrust to the Test

Eide Bailly, a top 25 accounting firm in the US, performs audits for a number of banks and financial institutions. As part of their audit process, they often look beyond the balance sheet to assess if computing systems are up-to-date and meet industry regulations. This is where Eide Bailly’s technology consulting division steps in. They work with clients to improve performance and profitability, but before they can do that, they need to address security. For those in the financial sector, this isn’t just a business issue but a regulatory one. External vulnerability assessments are required in order to comply with regulations. The challenge was to find a comprehensive vulnerability scanning solution to serve as the foundation for penetration testing services.

Delivering Online Support with a Tangible Difference

Carbonite, an online backup and restore service provider, was already using Bomgar’s hosted solution for remote support. However, the company wanted to expand its use of Bomgar to take advantage of additional features such as collaboration functionality, recording features, and analytic capabilities for viewing key support metrics. The company had two specific business objectives: to monitor customer support interactions to recognize where additional training gaps existed, and to observe customer satisfaction levels during interactions with customer support agents. The company also wanted to fully integrate the solution into their CRM system and reduce their licensing costs.

RWE Supply & Trading Secures Against User and Asset-Based Risks

RWE Supply & Trading, a leading energy trading house and a key player in the European energy sector, was facing a challenge of reducing the attack surface while meeting budgetary and regulatory constraints. The European energy sector is undergoing fundamental changes, with subsidised expansion of renewables causing margins and utilisation of conventional power stations to decline, thereby requiring energy providers to reduce costs. But against this cost reduction, energy providers such as RWE Supply & Trading cannot sacrifice security. As the IT Security Architect for RWE Supply & Trading, Loucas Parikos needed to protect the infrastructure while meeting these cost and regulatory constraints. “We wanted to reduce the attack surface and minimise our chances of being exploited.” In taking a phased approach, RWE addressed individual problems separately and then brought the solutions together under a common reporting and management platform.

Raising the Bar for Healthcare Remote Support

The healthcare company, with approximately 3,000 employees in the United States and Canada and 150 office locations, operates a virtual network environment with the majority of employees logging into virtual desktops to do their work. The demographics of the company’s workforce runs the gamut from millennials, who in general are very computer savvy, to older employees who often have little experience with computers and other electronic devices. Many of these employees are involved with data entry and commonly perform tasks such as scanning and printing documents. The company has grown rapidly over the past several years through multiple acquisitions and is segmented into multiple, unique brands. The company routinely accesses medical records and, as a result, takes numerous measures to comply with HIPAA and the Common Security Framework of HITRUST.

Embracing Technical & Business Leadership to Bolster Enterprise-Wide Security

The article discusses the challenges faced by organizations in securing their infrastructure from cyber threats. These threats can come from various sources, including criminals infecting networks with ransomware, hacktivists making political statements, careless mistakes by insiders, or ethical hackers compromising poorly defended infrastructure. Many companies take a lax approach to cybersecurity, either thinking they will never be breached or worrying that it's too expensive and will slow down their operations. Resistance to change associated with additional security controls and monitoring is common. Another hurdle is integration, with organizations often dealing with third-party apps, in-house customizations and software, on-site operating systems like UNIX, Linux, Windows, and OSX, and off-prem cloud-based apps that run on AWS and Google Cloud.

Privileged Access Management (PAM) Centralizes Access Management Across Multiple Properties & OT Networks

Oxford Properties Group, a leading global real estate investor, asset manager, and business builder, was facing a challenge in securing its operational technology (OT) and non-traditional endpoints. The company was looking to improve endpoint security for IoT, desktops, servers, and other devices. The IT team identified the need for a solution that would allow the many vendors that serviced the buildings access to what they required, but without installing any local software or VPNs. These tools can create security gaps, especially with regards to privileged access. The company was also looking for a solution that would not require the vendor to install any local applications—they simply request access and can connect to the network with any internet-enabled device.

Powersolution Ensuring Customers Get the Support They Need

Powersolution, a New Jersey-based IT services company, was facing challenges in providing remote assistance to its clients. The company was using the Microsoft remote assistance feature on each customer’s operating software, which was a time-consuming and complex process. The company was also facing difficulties in supporting users who were working remotely and not connected to the client’s virtual private network. Powersolution recognized the need for an alternative solution to fulfill its promise of superb customer service.

DSM Improves Security Across the Enterprise

DSM was working on an internal project to migrate 18,000 desktops from Windows NT4 to Windows XP. A new group was created to design the XP desktop environment to be as secure as possible. The group identified a critical component to improving security was to remove local administrator rights from end users and to enforce a Least Privilege environment. To achieve this, DSM set a policy that all end users must log on as standard users without elevated privileges. However, DSM relies on a long list of applications that require administrative privileges to do business. If end users no longer had administrative rights, these applications would not work. Additionally, DSM’s sales force must be able to manage certain settings, such as connecting to local printers and configuring an IP address when connecting to a new wireless network. Without administrator privileges, end users would not be able to make necessary system changes when they traveled.

MD Anderson Selects PowerBroker for Servers

The University of Texas M.D. Anderson Cancer Center, a world-leading institution for cancer treatment and care, was facing challenges with its Unix network infrastructure. The network, which hosts over 500 Unix servers, houses confidential patient information and several critical financial and healthcare applications. With the Health Insurance Portability and Accountability Act (HIPAA) requirement deadlines quickly approaching, and critical patient care dependant on the reliability of network computer systems, the institution needed to find a secure way to manage and protect its IT infrastructure. The previous Unix environment was not centralized, and it was difficult to understand what activities were being performed at each machine.

Standard Bank of South Africa Ltd

Standard Bank of South Africa Ltd purchased the Retina vulnerability management solution to reduce the risk of security breaches and shrink the organization’s attack surface. The bank frequently uses Retina's capabilities such as agentless network scanning, web application scanning, virtual environment scanning, patch management module, configuration compliance, and regulatory reporting module. The bank addresses compliance regulations such as PCI DSS and SOX with their Retina vulnerability management solution.

Debitsuccess Pinpoints Vulnerabilities, Slashes Remediation Times with BeyondTrust Retina

Debitsuccess, a third-party payment processor, was undergoing a digital transformation and needed to review its vulnerability and patch management solutions. The company wanted to reduce risk through better vulnerability visibility, reporting, and remediation, while also improving operational efficiency. Another challenge was to strengthen the ability to effectively prioritize which vulnerabilities to fix first. The company needed a solution that could provide strong vulnerability discovery capabilities without being resource intensive, ease of use, intelligent visibility to help prioritize IT risk management decisions, risk remediation with clear visibility and reporting into how vulnerabilities were fixed, ability to configure how and when remediation is done, and integration with existing infrastructure.

Horizon Beverage Case Study

Horizon Beverage’s support team was faced with the common issue of giving third-party vendors access to their internal network to perform software upgrades and routine maintenance. Prior to Bomgar, they were allowing vendors to connect via RDP and VPN, which allowed for unfettered network access. When Horizon purchased Bomgar Remote Support more than eight years ago, remote support licenses were assigned to vendors to better control and monitor their access. Over time, Horizon Beverage’s vendor access needs matured, requiring a solution purpose built to manage privileged access and broker connections between the company’s vendors and its secure network.

Bomgar Improves Productivity and Security at a Growing Healthcare Company

Axiom Medical, a healthcare company based in Houston, Texas, was using VPN connections and Skype for Business to remotely connect to end user devices and servers. However, the help desk team experienced instances in which the VPN would drop due to problems with the end user’s internet connection, leaving them without a means to connect remotely to a user’s device. The basic remote desktop access products had a very limited set of features, restricting the scope of tasks the techs could perform remotely. Additionally, the IT department had concerns that the security of these remote support sessions was inadequate. As a result, the organization began looking for a better solution, with more advanced features and top-grade security.

Major Retailer Achieves Compliance With the PCI Data Security Standard

A leading retail clothing company was operating multiple brick-and-mortar enterprises using a complex patchwork of systems for identity management across its Unix, Linux, and Windows systems. When the company created a new division to handle consolidated online sales for all its enterprises, the complexity of their systems came to a head. The online division was having difficulty complying with the Payment Card Industry (PCI) Data Security Standard. The problem was that the organizations has too many different operating systems, domains, and directory services made it impossible to manage user ID and passwords systematically. The company also needed to address issues of inefficiency. For the end users, engineers and developers, it’s very difficult to maintain continuity for their day-to-day work with multiple account IDs and passwords across the enterprise.

Scaling Our Internal & External Help Desks with BeyondTrust Remote Support

The company, one of the world's largest payment and processing companies, has been aggressively expanding in the fintech space through acquisitions. This rapid growth has necessitated the scaling of all support systems and personnel to meet the increased demand for expertise. The company had accumulated seven different remote support websites and several data centers due to the acquisition of other companies and the launch of new products. The challenge was to streamline these systems and improve the efficiency and security of their support operations.

Just-In-Time: Privileged Access Management Is the Key to a Secure Network

The University of Utah faced a unique set of IT challenges due to its diverse blend of students, professors, contractors, staff, visitors, and IT personnel. Many individuals held multiple roles concurrently, and roles could change or pause over many years. The university's hospital environment added to the complexity, as some students were also employees with access to Protected Health Information. Managing all these permissions, privileges, and access was exponentially more difficult than in a more traditional organization. The university needed to increase visibility into its accounts and reduce its risk, specifically improving the way it handled privileged accounts.

Case Study: Asklepios Kliniken - Leading Clinic Operator Achieves Compliance & Efficiency Goals

Asklepios Kliniken, one of the largest private clinic operators in Germany, faced the challenge of meeting highly complex requirements for IT password management. They needed to manage, monitor, and control privileged credentials and control access to on-premises, cloud, and hybrid infrastructures. The IT division of Asklepios Kliniken required a solution for efficient and secure password storage, session management, and allocation of credentials. The company needed to comply with comprehensive compliance guidelines, and legally compliant logging of all administrative work was indispensable. They needed to track who worked with which server and when, even with external partners.

Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

ACME Truck Line’s seven-man tech support team is responsible for 500 employees located throughout the country. Approximately 80% of these employees are located within the company network or are connected to it via VPN, but the remaining 20% are outside the company network. This is a significant segment of the organization. Because the VPN client software issues make up a majority of the issues needing attention, finding an effective remote support solution was critical for the team. While Symantec’s pcAnywhereTM1 could be used to support employees inside of the company firewall, employees outside of the company network had to be supported by phone. This required ACME support reps to relay complex instructions to end-users. Because of the support team’s size and the scope of its responsibilities, on-site visits were often necessary to troubleshoot complex problems and put a strain on its already limited workforce.

Cetrel S.A. Replaces sudo with PowerBroker for Servers

CETREL S.A., a Luxembourg-based company specializing in electronic transfers and payment technology, was facing challenges with managing their complex IT environment. They had been using sudo to manage their Unix/Linux assets and trace access from their support teams to applicative or generic users. However, as they continued to add Unix and Linux servers to their operations, they found that sudo was not providing adequate security over their logs as required by PCI DSS mandates. The process of reviewing sudo logs was time-consuming as it required accessing every server individually. Additionally, sudo logs could be altered by the super user, and the time required by system engineers to configure sudo was deemed unacceptable.

B Virtual Inc. and Bomgar Revolutionizing the Online Exam Industry

In 2010, a North American college approached B Virtual looking to offer their certification exams online in a proctored environment. The college had students taking online courses but writing paper-based exams. When the semester ended, the student needed to travel to a physical location to write a paper-based exam. The college sought a way for the student to take an online test while ensuring the integrity of the exam session. B Virtual knew they needed a trusted and forward-thinking technology partner offering a scalable, fast-growing solution for their live online proctoring program. They required a versatile technology to remotely log into a student’s computer while they were taking their exam. Having this monitoring ability prevented the student from compromising the integrity of the exam and provided a higher level of reliability to the colleges who were administering the exams.

Support for Remote Clients Raising the Bar at CSC

CSC, a global leader in providing technology-enabled business solutions and services, faced several challenges in its help desk operations. The company's clients are geographically dispersed, leading to language and cultural barriers. The company also had to support multiple platforms and comply with various federal security and privacy regulations due to its clients being in highly-regulated industries such as government, healthcare, and banking. Previously, CSC used a combination of applications to access certain client desktops. However, many of these tools did not provide the required encryption needed to connect securely, and they either did not have sufficient logging and reporting capabilities for auditing or created disconnected silos of reporting data.

Fidessa: Enhancing Customer Service Across the Globe

Fidessa, a provider of trading and investment technology and services, was facing challenges in supporting its global customers. The company's support technicians had to rely on the user's description of the issue and screen shots of the user's computer screen to diagnose and solve issues. This process was often cumbersome and could lead to extended support calls due to the complex nature of Fidessa’s trading platforms. The company was in need of a solution that could introduce efficiency and improve customer experience while ensuring total platform security.

Securing Access to a Hospital’s IT Network

Meander Medical Centre, an award-winning healthcare institution in the Netherlands, moved into a new facility in 2013. The new facility was designed with a state-of-the-art information communications technology (ICT) infrastructure. The hospital's IT team needed to provide secure access to the hospital's IT network for its extensive medical equipment and application suppliers. These suppliers needed access to maintain and support their solutions and track and report on results. The hospital had approximately 80 suppliers who needed access to their network, making it critical to provide access in a way that complies with government regulations concerning healthcare information security. Setting up virtual private network (VPN) connections for each of the suppliers was an unattractive option due to the high skill level required, the maintenance costs, and the inability to audit what was happening during remote sessions.

The customer purchased the PowerBroker privileged account management solution to reduce risk from security breaches, meet compliance regulations, tighten operational practices, and lower the total cost of ownership. The solution was deployed to remove local admin rights from users, elevating privileges only when needed. The PowerBroker solution was also used to address compliance regulations such as Sarbanes-Oxley (SOX).

Standard Bank of South Africa Ltd Case Study

Standard Bank of South Africa Ltd purchased the Retina vulnerability management solution to reduce the risk of security breaches, shrink the organization’s attack surface, and meet compliance regulations. The bank needed a solution that could provide visibility into exposures across multiple layers of infrastructure, profile previously unknown assets on the network, report risk to IT administrators, management and/or auditors, and identify and prioritize remediation tactics.

Genscape, Inc. Case Study

Genscape, Inc. purchased the Retina vulnerability management solution to reduce the risk of security breaches, shrink the organization’s attack surface, and meet compliance regulations. The company was facing challenges in gaining visibility into exposures across multiple layers of infrastructure, profiling previously unknown assets on the network, understanding the operational implications of vulnerabilities, reporting risk to IT administrators, management and/or auditors, identifying and prioritizing remediation tactics, and patching or updating assets with greater efficiency.

Case Study: Lieberman RED Identity Management - Canada's WSIB Automates Privileged Account Management

The Workplace Safety and Insurance Board (WSIB) in Toronto, Canada, was facing a challenge with its IT infrastructure. The IT staff had anonymous privileged access to hundreds of Windows servers. WSIB needed to track and audit this access to protect sensitive data. The question of who in the IT group was doing what and when needed to be resolved to maintain strict control over access to approximately 250 Windows servers across two sites in the IT infrastructure. When the IT staff did find the time to update privileged passwords, they would do so manually – a cumbersome change process that was not guaranteed to encompass every account on the network.

Global Aerospace and Defense Company: Ensuring Compliance and Simplifying Support with BeyondTrust Endpoint Privilege Management

The case study revolves around a global aerospace and defense company that was grappling with the challenges of managing a dispersed workforce. The company had to ensure that its employees, working from various locations, had secure access to the necessary applications and tools. The IT managers were tasked with securing endpoint systems while also dealing with shrinking budgets and changing priorities. The company also had to ensure compliance with the Defense Federal Acquisition Regulation Supplement (DFARS), which contains cybersecurity requirements that US Department of Defense (DoD) suppliers and contractors must follow. The company was seeking scalable DFARS-compliant solutions that could be deployed across its international operations. The company also had a long-standing problem of granting local administrative rights to non-IT users, which posed a security risk.

License to Heal: Transitioning to Secure Remote Healthcare Services Across Wales

NHS Wales faced a significant challenge during the COVID-19 pandemic as they were forced to transition to remote work. The challenge was a combination of balancing logistical needs with maintaining quality of care. The NHS Wales Informatics Service, responsible for providing national IT systems and services to the Welsh NHS, had to adapt to this new situation. They provide direct IT service and desktop support to approximately 15,000 staff, with 12,000 of those staff members working in general practices in clinical or administrative staff roles, serving approximately three million citizens across Wales. The traditional approach of providing each user with a laptop and a VPN connection was not feasible due to the skyrocketing global demand for laptops. Therefore, they needed a solution that could provide remote access to the systems needed by the GPs.

An Agile Approach to Secure Remote Work in a Digital Era

In March 2020, all 30,000 employees for the state of Illinois were ordered to work from home in response to the spread of COVID-19. This posed a significant challenge for the state’s Department of Innovation and Technology (DoIT), which had to figure out a way to grant employees access to their workstations from their personal devices at home, while also meeting the state’s stringent compliance standards when granting access to critical state applications, systems and information. The state had previously used a variety of remote access solutions, including VPN, but these initiatives could only support up to 5,000 employees and could not scale to the level needed. The state needed a solution that it could implement quickly and with ease.

Case Study: Chronopost - Remote Access Solutions Extend Security While Saving Time and Money

Chronopost, a leading national player in the express delivery of parcels from France to companies and individuals worldwide, was looking for a remote support solution that could easily integrate into their environment, provide security for both the customer and Chronopost, and could be used fully on the web with minimal disruption to customers’ workstations. They also needed a solution that was compatible with hybrid environments and could support a diverse range of platforms. Additionally, Chronopost needed to extend privileged access security best practices beyond the perimeter to remote workers and third-party vendors. They needed to granularly control the level of access for each of these groups, gain complete visibility and auditability into what was done with that access, and integrate with other service desk tools.

Zensar Technologies Enhances Privilege Management with BeyondTrust

Zensar Technologies, a leading technology consulting and services company, was facing a challenge with privilege distribution and management. The company often granted local administrator rights to users for day-to-day tasks or to install approved software. However, without the ability to define privilege scope, the support team at Zensar was working with limited control over how administrative rights were distributed. This lack of control could potentially conflict with critical software compliance policies and create a bloated attack surface. The team sought a tool that would enhance their privilege management capabilities without disrupting their existing mandatory compliance policies and processes. They also wanted a flexible system for access controls, allowing the IT team to generate new policies and roles based on unique end-user requirements. Lastly, they needed a way to quickly generate privilege reporting across all endpoint assets and users.

Financial Firm Secures Its Private Cloud

The financial institution was facing challenges in validating virtualization security, controlling access, and securely authenticating users. An internal security audit revealed that its VMware ESX systems, Red Hat Linux VM guests, and Solaris systems were configured with file-based methods of user authentication and access control. The staff responsible for user accounts lacked the expertise to manage and synchronize accounts for every type of operating system. The firm was using Active Directory 2003 R2 for its Windows servers. The administrators attempted to implement Active Directory authentication on their ESX hosts by using VMware’s configuration scripts. Although Active Directory’s Kerberos authentication provided single sign on, it provided only part of the desired solution.

Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support

Antek HealthWare, a healthcare software provider, was facing challenges in providing fast and effective support for its medical office software products. The company was using a client server-based solution, but as the company expanded its client base, it became clear that this type of software was not up to the task of supporting Antek’s nearly 2,000 clients. The clients had to install the software before any support sessions could be initiated, adding to the time and expense of end-user software implementation. In addition, the software required manual configuration of firewalls in order to allow for high-speed connections. In most instances, Antek’s support representatives had to connect to remote clients through dial-up, making the connection extremely slow. This resulted in longer call times and increased frustration among support representatives.

BankTEL Systems: Delivering an Exceptional End-User Experience

BankTEL Systems, a provider of financial accounting and cash management software applications, was facing challenges with its existing remote tech support tool, WebEx. The company’s support representatives found that customer end-users often had difficulty following instructions and performing the tasks necessary on their machine to enable a remote support session. Additionally, the remote support team frequently had difficulty maintaining connections to customer servers. The process of connecting to a user's computer sometimes took five to fifteen minutes, which was not acceptable considering that the issue could be resolved in one or two minutes once connected. The company needed a solution that would make the process easier for its end users.

Systems Integrator Becomes “Virtual IT Department” for Customers with Remote Support Appliance

Beringer Associates, Inc. provides design, implementation, and support of Managed Network Services, VOIP phone systems, and CRM software to small and medium-sized businesses. They service over 300 devices and servers for these companies, alongside thousands of end-users. Their growth over the years has been largely based on their reputation for providing excellent service and support to their clients. However, serving customers with distributed sales and field services requires Beringer support reps to be able to access customer desktops no matter where they are located. In addition, many Beringer customers are in the financial services industry and are very concerned with security and audit capabilities. Unfortunately, none of the solutions they used in the past easily enabled remote access through firewalls or had sufficient auditing to meet these needs.

Smooth and Secure Support Operations on a Global Scale

Blum, an international company specializing in the production of functional furniture fittings, was in need of a new remote support solution that would allow their IT department to smoothly communicate with and support traveling employees. The company required a solution that would ensure external companies and service providers weren’t installing their own remote access tools within their company network. The capability for suppliers to connect to Blum’s production plants to manage and support their systems was essential. However, ensuring both employees and vendors meet these strict requirements was a challenge when different remote access solutions were installed. Configuration changes needed to be monitored and logged whenever they were done, which was difficult for administrators to track with multiple support tools in place.

CACTUS Software Enhances Remote Support with Bomgar

CACTUS Software, a leading provider of credentialing software design and development, needed a remote support solution that could meet their clients' strict data and network access policies. The solution needed to be in-house to reduce the number of parties involved during remote sessions, enhancing trust and security. It also needed to be easy to implement and highly configurable. The high costs associated with common SaaS-based remote support solutions also prompted CACTUS to seek a solution that could provide a tangible return on investment.

Remote Support That Helps Deliver An Exceptional Customer Experience

Carestream Dental, a company that develops and supports practice management software and digital radiography equipment for oral health professionals, was facing challenges with its remote support system. The company was using pcAnywhere, but the system was unreliable and difficult to use, causing issues with connection and hindering the provision of remote support to clients. The company needed a more reliable and user-friendly solution that could replace the first-generation remote support tools and enable support representatives to easily diagnose, control, and fix remote attended and unattended computers and mobile devices.

BeyondTrust Protects High School from Dangerous Computing Activities

Bishop Verot Catholic High School in Fort Myers, Florida provides students with a number of PCs that they can use to complete home work or conduct research. The trouble is that even in the controlled environments of the library and computer labs, students’ online activities can’t be that closely supervised. There aren’t an unlimited number of teachers to watch over their shoulders, after all. At the beginning of each year, students have to sign an acceptable use agreement, which says that they’ll only use computing resources for school purposes. But teens will be teens, and they’ll do their best to challenge authority. Antivirus and Web filtering software give the school some protection and control, but students are savvy and would prefer to have unfettered access to the Internet. “After we installed Web filtering, students began using proxies,” said Jason Castaldo, Bishop Verot’s systems administrator. “ We needed more sophisticated security just to keep up with their workarounds.” Bishop Verot also had to protect the network from malware. No matter how much security training you offer, every IT person knows that end users are still the weakest link in the security chain.

Central Florida Educators Federal Credit Union Switches to PowerBroker Endpoint Protection Platform

The Central Florida Educators Federal Credit Union (CFE) was having problems with its endpoint security. Their existing endpoint security from Symantec was causing problems. First, CFE end users noticed that their machines were increasingly slow. A quick check of the Task Manager showed high CPU usage tied to Symantec. Next, when the software was updated, old installations often failed to uninstall and created software conflicts, with many unrelated applications failing to work. Finally, Symantec burdened end users with alerts and false alarms. For a small IT staff, these constant problems took too much time away from other IT projects. For instance, CFE is in the process of rolling out a desktop virtualization effort. At one of CFE’s smaller branches, they have already installed dumb terminals connected back to hosted desktops, but constant security troubleshooting has kept them from being as far along on this project as they would like.

Protecting the Grid: CCS and BeyondTrust Team up to Secure Power Plants

Comprehensive Computer Solutions, Inc. (CCS) provides computing solutions for industrial applications, with a significant customer segment in the energy sector. After the 9/11 attacks, CCS was asked by its customers to evaluate security. Prior to this, most of their customers relied solely on perimeter security and proprietary communications channels, which were deemed insufficient post 9/11. CCS's main offering for the energy sector is software that controls the various systems and equipment that generate and deliver electricity. They needed to find a security solution that they could package with their own offerings. The solution needed to be flexible enough to work with Human-Machine Interfaces (HMIs), cost-effective, easy to use, and have a customizable front-end to match the specific needs of power plant IT personnel.

The Washington Savings Bank Cuts Recurring Costs with PowerBroker Endpoint Protection Platform

The Washington Savings Bank (TWSB) was facing challenges with its endpoint security. The bank, with five branches and approximately 130 employees, was using Symantec Enterprise Antivirus. However, the renewal price for the license was steadily increasing, leading the bank to consider other options. Additionally, the bank was required to meet stringent compliance standards, including the use of an intrusion prevention system to guard against malicious internal network activity. The hardware-based IPS systems offered by other companies were beyond the bank's budget. The bank also had multiple layers of security, none of which were integrated. The end-user PCs had separate antivirus and antispyware, while they lacked other features such as endpoint firewalls, intrusion prevention, and policy control. The bank had a perimeter firewall, but more and more employees wanted to work from home or as they travelled.

SecureIIS Protects Iowa Department for the Blind from Worms and other Threats

The Iowa Department for the Blind had its main website defaced several years ago, disrupting its services to the blind and visually impaired citizens. The department realized the need for a security solution that could protect against both known and unknown threats. Additionally, the solution had to ensure high performance of the department's range of web applications without causing intrusive security that could undermine the department's goal of accessibility. The department serves approximately 7,000 blind or visually impaired Iowans, offering a variety of services, including library, vocational rehabilitation, independent living services and public education, as well as adjustment and orientation services for the newly blind. Therefore, any disruption to these services was unacceptable.

The customer purchased the PowerBroker privileged account management solution to reduce the risk from security breaches and meet compliance regulations. The challenges they faced included removing local admin rights from users and elevating privileges only when needed. They also needed to log, audit, and report on privileged activities.

Advanced Capabilities Enhance Remote Support for a Global Organization

Shaw Industries, a global flooring provider, was facing challenges with its IT support system. The company was using multiple remote support solutions to troubleshoot issues users had with their manufacturing terminals, computers, smartphones, and tablets. This resulted in significant limitations, including a lack of security, difficult navigation, and high costs. The company desired to consolidate the number of software tools and licenses in use to enhance the user experience, reduce costs, and increase security. Additionally, the company wanted a solution that could assist users even if they could not connect to Shaw’s virtual private network.

Know How Srl Case Study

Know How Srl was facing challenges in managing and cycling privileged passwords, which was a security concern. The company was also struggling with the issue of users having local admin rights, which needed to be elevated only when necessary. The company was looking for a solution that could automate and secure the process of managing privileged passwords, eliminate sharing, and remove local admin rights from users. The solution also needed to address compliance regulations such as Sarbanes-Oxley (SOX).

Remote Support Capabilities That Help Drive a Managed Service Provider’s Success

Sora Technologies, a managed service provider, was seeking a remote support solution that would complement its business model, which was based on the idea of doing 80% of their work remotely and maximizing the number of devices they could support per technician. The remote support tool they chose would have a direct impact on successfully executing this business model. They needed a solution that offered high-level security capabilities, as they serve many clients in the healthcare and financial services industries where security is a top priority. They also needed a solution that was easy to use and would enhance productivity.

Remote Support That Helps a Higher Ed Institution Achieve Its Strategic Goals

The University of North Dakota (UND) launched an initiative called 'Exceptional UND' in 2010, aimed at advancing strategic priorities that included facilitating collaboration and enriching the student and faculty experience throughout the University. At that time, UND had nine colleges, eight of which had their own tech support teams. These teams used a variety of remote support tools, including Bomgar. To further the Exceptional UND initiative, the University’s CIO wanted to consolidate the activities of the various tech support teams to ensure that they delivered a unified experience to users. This led the University to evaluate the remote support tools it was using in the hopes of standardizing on one tool that met the entire University’s needs.

UNC Healthcare: Delivering Effective IT Support Across A Healthcare System

The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care’s executive management set the goal of standardizing IT support across the healthcare system. In addition, UNC Health Care was planning to implement a new electronic health records and hospital management software system with twenty two different modules, and the IT department knew that implementation command center would need an efficient and effective way to provide training and support for thousands of users who would be learning to use the new software.

Meeting the Changing Support Needs of the University Across Five Campuses and Internationally

The University for the Creative Arts (UCA) was facing challenges around remote support on both the business and technical sides. The biggest challenge was supporting an increasing number of staff working remotely and travelling internationally as part of the University’s recruitment and internationalisation strategies. Together with the growing number of different devices being used by staff connecting to the network, this placed new challenges on the University’s service desk and support teams when it came to dealing with requests. UCA has a diverse IT environment to support, incorporating more than 1,500 Apple desktops and laptops; more than 1,450 Windows-based desktops and laptops; a variety of mobile devices, including iPads and BlackBerry devices; and an increasing number of servers, switches and wireless access points. On top of this, there is demand to support mobile devices as BYOD (bring your own device) becomes more popular at UCA.

Taking IT Support for a Vibrant University to a New Level

The University of York, one of the UK’s leading universities, was facing a challenge in providing IT support to its growing student body and staff. The university was using Microsoft’s Systems Management Server (SMS) to provide remote IT support for its managed PCs across campus. However, this solution did not give York’s IT department the ability to provide remote support for additional users, such as those with non-Windows devices, their own laptop on campus or a desktop at their dorm room or home. In addition, the university was planning to implement Office 2007 on its managed PCs which did not support SMS. These challenges prompted the IT department to look for a better solution for remote assistance.

Remote Support Capabilities Serve a Vibrant Professional School

The IT department at the Viterbi School of Engineering, part of the University of Southern California, was facing challenges in providing support to over 600 full-time and part-time faculty, staff, and student employees spread across 20 buildings on and off campus. The existing remote support capability was limited, necessitating frequent on-site visits. This was not only time-consuming but also added to the costs. With the IT environment continually growing and evolving, the department realized the need to improve its incident handling speed and capacity and reduce the need for on-site support visits.

Robust and Secure Remote Support for a Leading U.K. Public Utility

Northumbrian Water Group, a leading public utility in the UK, was facing challenges with its existing service management tool. The tool was inadequate in tracking the performance of the support team and compliance with service level agreements. The end-user experience was also unsatisfactory. The company was transitioning from terminal devices to Windows-based PCs and tablets, which required a new solution for effective remote support. The company's strict security requirements, due to its status as a public utility, also necessitated a solution that would not introduce vulnerabilities to the network infrastructure.

Stribling Equipment: Reliable, Feature Rich Remote Support to Serve a Wide Range of Users

Stribling Equipment, a leading provider of construction and forestry-related products and services, was facing challenges with its tech support team. The team was having difficulty establishing connections with devices used by employees at its 20 stores, as well as its sales team and technicians in the field. This was causing delays and inefficiencies in their operations. The company needed a more robust remote support solution that could reliably connect to a variety of devices and provide the necessary support to its users.

Improving remote support for a first of its kind organisation

The IT support function for Birmingham Women’s and Children’s NHS Foundation Trust, a small team, needed to provide assistance in a quick, efficient, and secure way. They faced issues with providing support to remote staff that were connecting to the network from home via VPN, particularly on smart devices such as tablets. There was no mechanism in place to support these users, without having them return on-site to the Trust with their device to have their issue addressed. For many remote workers, some of whom were working long distances from the Trust, this just wasn’t a practical solution. A further problem was having the ability to accommodate third parties or contractors who required access to the Trust’s network. It was essential that Birmingham Women’s and Children’s NHS Foundation Trust maintained absolute control and oversight of third party access, only granting entry to the necessary systems and data.

Multinational Bank Integrates PBUL to Achieve Global Compliance

The bank, a globally recognized multinational banking and financial services company, was faced with the challenge of meeting broad data privacy compliance requirements from over 99 countries. As cyber attacks, security breaches and data loss become more commonplace, lawmakers and regulators are seeking to put strong data security legal frameworks in place. The bank is subject to most of these compliance requirements. An internal audit at the bank developed a series of proposed internal policies to meet all the forthcoming compliance regulations with which the bank needed to comply. These proposed policies had three objectives: enable compliance to these regulations across the world; increase protection for their servers, infrastructure, and the data they contain; and support a corporate objective to improve and sustain consumer confidence. To meet these objectives and implement the proposed internal policies, an aggressive reevaluation and investment in their IT security strategy and privilege management practices was needed.

Gap Inc. Direct, Utilizes Red Hat & PowerBroker Identity Services “AD Bridge”

In late 2003, Gap Inc. Direct needed to revamp its entire end-to-end business technology platform — from the customer-facing front-end system, to the back-end order management application, to the business tools that supported the company’s long-term growth strategy. Previously, Gap Direct’s e-commerce platform was largely built on Microsoft Windows. The need for new features — as well as concerns about the platform’s ability to scale given the retailer’s ambitious growth plans drove Gap Inc. Direct to evaluate alternative solutions to the Microsoft platform. Gap Inc. Direct uses Microsoft’s Active Directory (AD) for administrative tools to grant and control end-user permission, but AD by itself doesn’t support Linux or Unix, this resulted in the need for several systems administrators and analysts to analyze all of the logs of hundreds of servers every time an audit needed to be performed — a task that took IT employees away from their day-to-day responsibilities.

A Smooth Road to Compliance for a Large Health Plan

The company was faced with upgrading its aging risk and compliance infrastructure, which previously relied on a disparate group of point products to scan for vulnerabilities and assess different operating systems for Sarbanes-Oxley and other types of compliance. Status data from the disparate solutions was imported into a SQL database onto which the IT department had built some limited dashboarding and reporting capabilities. However, IT personnel were still required to spend time writing custom code in order to extend the point solutions and enable them to interact with the database. In fact, the lack of integration among the various systems was creating inefficiencies that hampered the company’s ability to prepare for and pass compliance audits. The company sought a comprehensive and cost effective model for risk and compliance that would not only be easier to use and maintain, but provide a truly unified view into the status of all systems. As a UNIX shop, the company also needed a solution that could perform the deep, credentialed scans required for real protection from vulnerabilities, while also protecting the system’s root password.

Off shore Call Center Locks Down Thousands of Linux Desktops

The customer service division’s offshore call center had grown to over 5,000 Linux desktops that needed to be better managed and secured. Because authentication was being handled locally on the Linux machines, there was no easy way for the IT department to verify that any security policies were being followed. The company lacked the kind of central user account management for its Linux fleet that Active Directory typically provides for a Windows shop. In addition, the management of new hires, departures, and changing job roles had become a challenge. High turnover rates at the call center just made the problem worse.

Global Software Developer Controlled Admin Privileges Across 5,000 User Endpoints

The software development company was required by a large customer within the banking sector to control excessive administrative privileges across approximately 5,000 user endpoints. The bank's requirement came after an annual onsite audit identified a risk in relation to endpoint privileges. The software developer committed to a timeline of only three months to implement and deploy an effective and secure solution. The challenge was to find a solution that could control access privilege without disrupting the day-to-day work of its many users (endpoints).

The Balance of Flexibility and Security with BeyondTrust

Ramboll, a Danish engineering, architecture, design, and consultancy firm, faced challenges in standardizing IT policies and procedures across its global offices due to its growth through mergers and acquisitions. The company had a high number of applications in use, with each country handling access privileges and admin rights differently. This resulted in an overburdened local IT team and a lack of visibility and control at the global level. The company also faced cybersecurity threats and needed to manage software licenses effectively. The challenge was to find a solution that would not only bolster and standardize application control and privileged management across the organization but also ensure license compliance and software standardization.

Case Study: Morris School District - Distance Learning Now Set up for Success with Beyondtrust Remote Support

Morris School District, located in Morristown, New Jersey, has 10 public school buildings serving 5,200 students in grades pre-K through 12. The school district employs more than 900 teachers and staff. The district is an active member of the League of Innovative Schools, a consortium of 114 independent school districts committed to helping K-12 schools rise up to address education challenges by fostering the innovative use of technology in learning. Like many school systems, Morris School District has diverse end users, which include teachers, students, and other staffers such as school psychologists, guidance counselors, aides, and school nurses. To help keep COVID-19 at bay, many of these users work remotely all or part of the week. However, what was not anticipated was the necessity of minimizing in-person interactions in response to COVID-19.

Privileged Remote Access Drives Security & Simplification

MANE, a leading flavor and fragrance group in France, was facing the challenge of preserving its business model and maintaining the secrecy of its formulas in a fast-evolving world where workplaces are experiencing accelerated digital transformation and relying more heavily on remote workers. The company needed to rethink its growth strategy and improve its IT infrastructure. They sought a secure solution to enable productivity for its modern work environment while ensuring its trade secrets stay secret. The company also needed to improve data and information system security by enhancing access controls, privilege management, and visibility over its numerous third-party suppliers and systems managers.

Network Security Doesn’t Have to Come at the Expense of Usability

The City of Midlothian, Texas, was facing a challenge with its IT environment. The more secure it became, the less usable it was. Open access left sensitive networks vulnerable to attacks and increased the risk of a data breach. The city had to choose between more security or better availability, often sacrificing one for the other. Before 2018, granting access to third-party vendors and remote workers was a hands-on chore that required multiple touchpoints and tons of cleanup. The city used a VPN client from their firewall provider to set up accounts for vendors and third-party users. They would download and run the software client, input their credentials, and gain full access to the network. However, there were no actual security controls in that tunnel. The only way to keep people from logging in whenever they wanted was to disable the account, which also meant the IT team had to reactivate the account as needed.

XING Improves Security and Transparency of Access Rights with PowerBroker

XING, a social network for business professionals, was facing a challenge with its existing privilege elevation process. The process was too time-consuming and did not allow for a consistent set of access rights. The company was seeking to improve command elevation from an administrative point of view, as well as establish better auditing features. Furthermore, XING needed to keep in mind a number of regulatory and compliance requirements related to German privacy and related laws. This includes protection of private data, Payment Card Industry Data Security Standard (PCI DSS), as well as other requirements for public companies.

Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

Activant’s Eagle product includes a support option in the monthly service fee. Customers have immediate access to a Tier-1 phone support desk that operates in Manila, Philippines. These agents handle minor support issues and customer questions. If the call is not resolved in 10-20 minutes, the call is escalated to the Eagle group – a Tier-2 and up support center – based in Livermore, California. The Tier-2 group either receives phone transfers or calls customers back (depending on SLA). The Tier-2 group is divided into four specialty teams: credit cards, accounting, telecommunications and systems. Calls to this support group are usually complex, says Michelle Sanford, senior product support manager. The average call lasts 22 minutes with the average incident lasting around 57 minutes. Fifty-seven minutes away from a small retail business can be detrimental to customer service at the store level, so Activant knew they needed a way to connect to customers where they could view the screen and speed first call resolution. Activant previously used two remote meeting products, but needed a tool that would actually allow them to support customers.

Los Alamos Replaces sudo with PowerBroker for Servers

In the fall of 2006, Los Alamos National Laboratory was tasked with performing an audit of their cyber security systems, including inspections of its safeguards and security functions. The audit aimed to ensure that the organization had a system in place that complied with federal regulations, including the Federal Information Security Management Act of 2002 (FISMA). The lab was using sudo, an open source software program that only tracked activity on a machine-by-machine basis. However, the audit revealed inefficiencies associated with using sudo for these purposes. IT administrators were spending an excessive amount of time managing every machine individually to extract and consolidate relevant information from various logs to illustrate compliance and ability to monitor and control privileged users’ activity. Around the same time, the lab learned that it would be inheriting the responsibility of administering about 200 additional UNIX and Linux systems. The staff agreed that it would be impossible to manage this complex heterogeneous environment using the current monolithic architecture of open source sudo.

University of Winchester Uses Privilege Management to Lock Down Security Risk

The University of Winchester, a 175-year-old institution, was facing a challenge in securing its vast IT infrastructure. The university had to protect and support around 1500 Windows desktops, used by approximately 8000 students and around 1000 staff members across 16 different departments. The network was set up so that both staff and students could not just connect their own devices to back-end systems, and access was limited to the Internet. The university had not experienced any security breaches, but there was no room for complacency. The challenge was to manage user privileges in a way that would not impact productivity or create additional administrative workload.

Care New England Selects PowerBroker to Secure their Desktop Infrastructure

Care New England, a not-for-profit health care system, was facing challenges in managing its desktop infrastructure. The organization supports over 4,800 desktops and over 10,000 desktop end users, which includes over 250 applications such as Horizon. Many of the desktops include laptops used by nurses in the field. The end users are dispersed across New England in Massachusetts, Rhode Island and Connecticut. The large coverage area needed for support, along with the challenges of managing Horizon and several other applications created many challenges for the IT team. A substantial amount of help desk calls were focused around the need to have administrative rights to install applications or run applications that required such rights. The only solutions available were to either send an IT tech to perform installations in person, provide admin rights to users who need the privileged access to run applications, or give a user full administrative rights to perform installs or run applications.

VistaPrint Improves Security, Meets Productivity Demands

VistaPrint, an online supplier of high-quality graphic design services and customized print products, faced a significant challenge in its customer service center. The company uses Cisco Computer Telephony Integration (CTI) Object Server and has also written applications of their own to optimize monitoring and logging of voice and onscreen activity of customer service representatives during calls. Many key applications that the customer service representatives use require elevated privileges, so each user at the call center is configured as a local administrator on their computer. This posed a security risk as viruses and malware could take advantage of these privileges to gain access through web browsers and email software, leading to downtime for the customer service representatives and therefore a slower response to customers. VistaPrint wanted to achieve a Least Privilege User environment and reduce virus and malware security issues at its call center without jeopardizing employee productivity.

Bucks New University: An IT Department That Fully Serves Its Busy University Community

Bucks New University in Buckinghamshire, England, was in need of a robust IT solution to serve its campus communities. The University had entered a joint agreement with Cisco and HP for IT services and infrastructure, and as part of that agreement, the University outlined its remote support needs. The geographical distance between the two campuses and the need to support off-campus locations posed a significant challenge. The University was also in the process of migrating away from its legacy Windows domains, which brought additional challenges. The University needed a solution that could provide support to users on virtually any platform, no matter where they were located.

Gonzaga Faces the Challenge of Managing Necessary Resources with Limited Controls

Gonzaga University, a private institution of higher education, was facing a challenge of managing its vast and diverse infrastructure with limited control over resources. The university has more than 2,000 computers, over 200 servers and more than 20,000 network switch ports on campus. Unlike a corporation, higher education institutions face the challenge of having limited control over resources that absolutely have to be a part of the network. Gonzaga must also protect its key information assets from those same devices for which they do not have the kind of control that a typical corporate entity would. With a comprehensive wireless network and shared bandwidth, the potential to propagate malware and malicious software is much higher on a college campus than within a corporation.

Cape Fear Community College: Effectively Supporting a Growing Campus Community

Cape Fear Community College in Wilmington, North Carolina, has been experiencing substantial growth over the past four years, with the construction of several new buildings. The college's IT technicians were facing challenges in providing efficient tech support to the growing campus community. They were either traveling in person to user locations on campus or using UltraVNC to provide remote support. However, the remote support team experienced repeated problems with latency when using the UltraVNC tool. This led to inefficiencies and time-consuming processes, as technicians had to physically travel to different parts of the campus to provide support.

Sensitivity of Data: Vulnerability Management & Compliance Risk Management Changes

DTI, a leading provider of in-house and outsourced legal services and technology solutions, was facing a significant challenge in terms of data security and vulnerability management. The company had no visibility into its vulnerabilities, which was a major concern given the sensitivity of the data they handle. They had initially tried to resolve the issue using a combination of services and tactical products, but soon realized that they needed a more structured approach. The pressure from external auditors and compliance mandates also necessitated the need for continuous refinement of their internal processes to improve their overall risk profile. DTI needed a mature vulnerability management solution that provided a significant level of flexibility and scalability, delegation, automation and comprehensive reporting features for compliance purposes.

Find It and Fix It: Integrated Vulnerability Management and Patching

SM Energy Company, an independent energy company engaged in the acquisition, exploration, development, and production of crude oil, natural gas, and natural gas liquids in onshore North America, was facing challenges in vulnerability assessment and patch management. With a team of only two individuals devoted to patching and scans, the organization was unable to put a formal remediation strategy in place due to lack of useful information. With over 700 users on the network located all over the United States, SM Energy was in need of a solution that would ease the burden of patching and increase the overall security program effectiveness without the high cost of redesigning critical infrastructure. They were using SCCM, Microsoft System Center Configuration Manager, as a standalone product, which required a lot of time to deploy patches and then validate that they were deployed correctly. However, there was no visible or measurable outcome from this patching effort that showcased if they were providing a better security stance.

Cargotec: Supporting the Globe for a World-Wide Enterprise

Cargotec, a leading provider of cargo handling integrated solutions and services, had a scattered approach to remote support and realized the need to standardize on a single solution. The company had approximately 30 IT support desk representatives and 90 local IT personnel located around the globe to serve more than 7,500 users in its many local branches. Prior to obtaining Bomgar, the organisation used a number of different remote support solutions. The type of issues fielded by Cargotec’s IT support team include helping users who have trouble connecting to the corporate network or are experiencing problems using its Citrix applications.

Locknet Locks in Customer Loyalty with BeyondTrust

Locknet, a company providing IT security and compliance services, was facing a challenge with their vulnerability assessment process. The process was time-consuming and required technicians to travel to each customer site, which was not cost-effective. The company intended to use vulnerability assessments as a foundation for offering other security services, but the assessments themselves were taking up too much time. Technicians were spending six hours per day in their cars, resulting in lost hours for both the company and its clients. As a result, Locknet was losing money on each vulnerability assessment and was unable to scale its security service offerings.

BeyondTrust Retina Confirms Proper Security Levels and Eliminates Need To Hire Additional IT Staff

Micro Plastics, a major plastic fastener manufacturer, was facing the challenge of maintaining the security of its computer network. With over 300 users and 10 servers, the company found it increasingly difficult to monitor potential vulnerabilities and address issues arising from hacker or virus attacks. The company needed a tool that could proactively identify vulnerabilities before they became problems. The company's IT Manager, Reed Kimble, was confident about the security of the network but wanted to verify his instincts. The company was looking for a solution that could identify any potential threats in their operating environment that could be exploited by hackers or viruses, potentially hindering business operations.

Cheshire and Merseyside Commissioning Support Unit: Improving Service Delivery with Secure Remote Support

Cheshire and Merseyside Commissioning Support Unit (CMCSU) was formed through the merger of several previous organisations. It provides support for over 20,000 NHS staff across the region, including clinical staff at 12 CCG organisations, two area teams for the National Commissioning Board and a range of social care, public health and community care professionals. Overall, it is responsible for supporting 11,000 devices in 218 different locations. These mergers provided a great opportunity to re-evaluate approaches and strategies for support and service delivery. The CMCSU team decided to move over to a hybrid model for support where calls could be handled in volume while the amount of time spent on resolution could also be improved. This meant a change in approach, and a more strategic role for remote support. This involved commissioning a new remote support product as part of the change.

Brazil’s Credit Union SICREDI Selects BeyondTrust’s Retina Scanner to Tame its Network Security Issues

SICREDI, a credit union in Brazil, was facing a challenge in maintaining its network security. Despite having robust perimeter security, the credit union lacked advanced security tools. They needed to gain insight into specific security incidents, assess network and endpoint vulnerabilities, and determine which incidents and vulnerabilities were the most risky. They also needed to develop a deeper understanding of their changing network and the security needed to protect it. The credit union's internal network had grown from a few servers and workstations to a sprawling environment that IT had lost control over. They needed a solution that could help them regain control and automate some of the cumbersome IT tasks contributing to network sprawl, increasing vulnerabilities, and security blind spots.

Improving the End User Experience with Secure Remote Support

When Gene Glekel joined Cresa as National Director of Infrastructure, he wanted to improve security and the user experience throughout the company when it came to remote support. At that time, the company’s support representatives were using a cloud-based remote support tool. Glekel saw a number of disadvantages with this tool for both the support reps and the end users. The existing tool required installing a resident agent on the user’s machine before providing remote support. The support reps experienced difficulty managing the computer’s administrative rights to enable remote support. Establishing the remote support session required end users to perform a sequence of time-consuming tasks on their machine. Latency and instability in the connection were also frequent problems. Additionally, if a machine needed rebooting, the cumbersome process of working with the end user to establish a connection had to be performed all over again. Security was another concern. The resident agent used by the SaaS solution lacked adequate security because it was constantly in ‘listening mode’ and therefore vulnerable to brute force and social engineering attacks.

Assuring Security and Better Customer Support for Every Environment

Eat’n Park Hospitality Group, a franchise with 75 locations and operating in 150 locations with approximately 10,000 employees, was seeking a solution to improve IT support for users and address growing concerns about data security in the payment card industry (PCI). The company wanted to centralize support for the company’s users, provide high level security with multiple authentication mechanisms and enable the IT support team to establish connections with and monitor devices 24 hours a day. The company also wanted a solution that would integrate within the company’s data center and network infrastructure.

Mobile Knowledge Stretches Their Security Budget with PowerBroker Endpoint Protection Platform

Mobile Knowledge was in search of a new security solution that could provide comprehensive protection without breaking the bank. They were dissatisfied with large security suites, such as those from McAfee and Symantec, as they found them to be more focused on profit than privacy. These suites often segmented different types of protection and sold them separately, forcing users to purchase multiple products to ensure complete protection. This was not only costly but also forced companies to prioritize their risks and protect against only the most immediate threats. The company was also looking for a solution that offered superior protection against zero-day attacks.

Healthcare POS Vendor Writes Prescription for Secure Support with Appliance-Based Remote Support Solution

Emporos Systems’ support team faced a dual challenge. Firstly, they required a remote support system that could provide the highest level of security. As a technology vendor to pharmacies and other healthcare sites, Emporos’ support infrastructure had to be fully compliant with patient privacy regulations like HIPAA and credit card data regulations (e.g. PCI DSS). Their previous remote support solution and many of the solutions they evaluated only offered static password capabilities. This wasn’t acceptable as a majority of Emporos’ support is delivered while client business transactions are happening. To meet security standards, Emporos needed a solution that could support its RSA security technology, which updated passwords every minute. Secondly, the Emporos Systems support team required a solution that would provide access to support systems from home or work, as well as the ability to manage multiple support sessions. With a team supporting multiple time zones and receiving dozens of support calls a day, this level of flexibility was required to keep support costs low and service levels high.

Sallie B. Howard School for the Arts Removes the Risk Behind Internet Browsing

The Sallie B. Howard School for the Arts and Education (SBH) was struggling to keep up with the integration of technology in education. As students relied more heavily on computers and the Internet, teachers and administrators noticed much of the activity wasn’t school-related. The existing security was not keeping in lock step with the way students were using the Internet. Viruses had slipped through, and non-education related sites were seeing heavy traffic. Even with URL blocking in place, a supposedly trusted site could be compromised and contain malicious code. A new and inappropriate site could fall through the cracks, not yet blacklisted. Technically-savvy students had already found ways to bypass the school’s defenses.

IT Outsourcer Virtualizes Support Staff and Lowers Travel Costs with Remote Support Appliance

Fiserv, a Fortune 500 company providing technology solutions for the banking industry, had a team of 50-100 employees dedicated to providing remote support. However, staff often spent up to two weeks a month traveling to client sites for training and software installation. The company started offering 'vTrips' (virtual trips) to clients for software upgrades, which were well-received and identified as a potential new service channel. However, for this service to be effective, Fiserv needed a solution that could 'virtualize' its staff and ensure greater productivity. The solution also needed to meet the stringent security and audit needs of both Fiserv and its clients. The company's previous solution had a 'pay by the drink' licensing structure, which became costly as the use of clientless remote support expanded.

Enhancing Collaboration and End-User Satisfaction by Consolidating Remote Support

Flinders University, a well-established institution in Adelaide, South Australia, was facing challenges with its IT support system. The university's multiple IT departments were using a variety of remote support solutions, depending on the type of device or operating system the user had. This required the support technicians to be familiar with all these tools and to ask users several questions to determine which remote support tool to use to solve the problem. The technical support teams also operated in a siloed fashion, resulting in inefficiencies and slower response times to users. Additionally, there was no tracking or reporting for remote support activities. The university needed a solution that would consolidate their remote support system, improve efficiency, and enhance collaboration.

Hoosier Energy: Transforming Remote Support with Capabilities that Exceed Expectations

Hoosier Energy, a generation and transmission cooperative providing wholesale electric power and services, was using an antiquated remote support solution to connect to and fix employees’ computers. The existing solution had very limited capabilities and was difficult to use. It could only connect to computers if they were turned on and there were a number of steps that needed to be completed before the connection could be made to provide remote support. The success rate of connecting to a computer was only fifty percent as it depended on many factors. The help desk lead, Monty Dine, found it easier to drive thirty minutes to fix issues on-site than trying to use the existing tool. The company needed a better way to provide remote support.

DCI Exceeds Compliance Requirements for Privilege & Password Management

In 2010, DCI expanded the scope of their internal auditing requirements to include access related areas such as user privileges, password rotation policies, review of access sessions, and access history. To address compliance requirements, the team also decided to lock down the development, test and internal business servers to protect vast amounts of sensitive data. This meant that they had to fully restrict root access, reset all passwords after each use, and periodically rotate them — whether they were used or not. Even SSH access had to be limited. To fulfill these needs, DCI required a procedure to delegate and authorize specific limited functions on each server, when access was required. They also wanted different login IDs for different functions on each server, plus a workflow whereby two managers could grant access to specific functions at particular times. Activity on the servers also had to be tracked by ID, including the functions allowed by each ID.

JMC IT: Providing Superior Service to a Dispersed Customer Base

JMC IT, a company that provides IT support and expertise to companies and organizations across the UK, was looking to expand its remote support solution. The company's clients are primarily located within the North of England, but often have remote or satellite offices around the UK, Europe, US and Asia. Changes in IT, like greater calls for staff flexibility, the evolution of remote working and Bring Your Own Device (BYOD) initiatives, have all had an impact on IT support requirements. Keeping pace with these dynamic IT changes means that JMC is continually looking at its own support services and how they meet customer requirements. Prior to implementing Bomgar, remote access to customer devices was undertaken on an ad-hoc basis and via a wide variety of different technologies. While access was always secure and conducted via VPN or Citrix Access Gateway, the ability to conduct all sessions in the same way was not possible.

Johns Hopkins Bloomberg School of Public Health: Bomgar Critical for Health Researchers in the Field

The IT support team at Johns Hopkins Bloomberg School of Public Health was struggling to provide high-quality support to the growing number of students and faculty conducting research in remote locations around the world. Traditional support delivery methods were proving inadequate, particularly for researchers in areas with slow and inconsistent network connections and limited phone access. The team was also grappling with the challenge of supporting researchers' access to data stored on secure portals on the university's network via Microsoft SharePoint. The existing remote control capabilities included with Windows and their systems management solution were insufficient to meet the increasing demand for support.

Extending IT Support to Meet the Needs of a Growing University

La Salle University, a private Roman Catholic institution of higher learning, was facing challenges in providing IT support to its growing number of faculty, students, and staff across multiple campuses and online programs. The main campus was spread out and the university had recently acquired additional real estate, making it difficult for the IT support technicians to service classrooms that were a considerable distance away. The growing online and international programs presented another challenge as the university needed a way to support those remote users. The university's IT department was in need of a remote support solution that would allow them to expand their IT support capabilities affordably.

PowerBroker Case Study

The customer faced a significant challenge in managing privileged accounts. They were concerned about the risk of security breaches and wanted to tighten operational practices. The customer was particularly concerned about the potential for breaches due to local admin rights being given to users. They wanted a solution that would allow them to elevate privileges only when necessary, reducing the risk of unauthorized access and potential breaches.

FFVA Mutual Insurance Company Achieves HIPAA Compliance

When Michael Romious joined FFVA Mutual five years ago as senior network systems administrator, users could bring in USB drives from home, install whatever they wanted including games, and otherwise modify their workstations. The consequence was that IT spent considerable time dealing with corrupted operating systems and had substantial expenses replacing machines. Rebuilding systems took “a lot of effort” according to Romious, and inevitably users had files in additional unexpected places, requiring manual efforts to retrieve those files. Users were down for a day or more. These incidents took time away from priority IT initiatives and required 3-24 hours each to identify the issue, mitigate and remediate. Educating users was helpful, but users still couldn’t manage themselves, particularly given increasingly sophisticated social engineering exploits.

Major Healthcare System Redefines Support Center with Remote Support

Norton Healthcare, a major healthcare system based in Louisville, Kentucky, was facing increasing complications in its support center. With five hospitals, 10 immediate care centers, 9,700 employees, 280 medical providers at over 50 locations, and nearly 2,000 physicians on its medical staff, the support center was dealing with a wide range of issues. The support team was interested in remote support as a way to reduce costs and increase productivity. However, they were facing challenges with long phone sessions, increasing escalation rates with the emergence of new devices such as BlackBerry, and the need to support a new hospital. They had attempted to develop a homegrown remote support tool, but these attempts had failed. They were looking for a solution that would connect to all of their users, reduce costs, meet HIPAA compliance requirements, and increase customer satisfaction.

GCI Stays Ahead of the Compliance Curve with PowerBroker Identity Services

General Communications, Inc. (GCI) is a premier integrated telecommunication provider that has grown significantly over the years. As the number of users grew from less than 500 to over 2,600, compliance and monitoring user access became a priority. The company had large teams of administrators with generic user accounts, which made it difficult for IT management to tie a specific change to an individual user. Motivated by Sarbanes-Oxley, GCI’s IT team set out to improve their security posture through management of users, privileges and access to servers, applications and data. New requirements, specifically the SOX Section 404’s Internal Controls Report, came with threats of $1 million dollar fines if companies were found non-compliant. The IT Security Management team took control of root admins and established preemptive guidelines for what junior and senior admins could access. They quickly realized they needed a solution that could deliver a scalable method for managing user access while offering traceability and verification at a granular level.

Twitter Feeds.

© 2015-2025 Asia Growth Partners Limited | Privacy Policy

Contact us

Let's talk!

Thank you for your message!
We will contact you soon.