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How to manage third-party service, support and security

U.S. retailer Target saw one of the largest thefts of credit card data in recent history Productivity expert David Allen once stated that his approach, “Getting Things Done,” was based on the simple premise that you can’t do everything. In IT, we face this problem every day. Whether it is due to lack of domain specific expertise or simply not enough resources to handle all of our IT services,... 

LogMeIn ends free offering

Within the last week remote computer access software company LogMeIn have announced that they will be discontinuing their free remote access product – LogMeIn free – with immediate effect. “After 10 years, LogMeIn’s free remote access product, LogMeIn Free, is going away,” wrote LogMeIn’s Tara Haas. “We will be unifying our portfolio of free and premium remote access... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates... 

Review: Bomgar for Integrations

This independent review is part of our Integrations 2013 Group Test. Integrations 2013 Group Test Overview and terms Also participating – Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink, ServiceNow Executive Summary Elevator Pitch A niche product that complements ITSM tools with a completely self-contained remote support offering that negates... 

Integrations Group Test line up announced

Winning team: Which tool set will lead our Integration Group Test by Ros Satar (…and gratuitous shot of Chris Froome in his yellow jersey enroute to win the 100th edition of the Tour de France with Team Sky) Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink and ServiceNow are confirmed participants for our upcoming ‘Integrations’ review. The... 

The service desk shuffle: Collaboration trumps hot potatoes

Stuart Facey, VP of international at Bomgar Corporation When things go wrong with technology, organisations rely on their IT support teams to fix problems and help out. The traditional method for dealing with problems sees calls (or email requests) coming in and tickets going into the queue to be dealt with. If a first level support rep doesn’t have the skills to handle an issue, then it gets passed... 

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