Prior to 2009, Smiths Group operated under a decentralized IT model, with each of its divisions having their own CIO and managing their own IT independently from the rest of the company. Recently, the company made the strategic decision to consolidate its IT functions, bringing its divisional resources together into one global team. As part of this restructuring, Smiths Group needed a way to centralize its user support processes, which had previously been handled regionally with a multitude of different help desk systems. The company desired a solution that enabled support technicians to control remote computers and provide support to more than 14,000 internal users. There were also strict requirements for security. As a result, Smiths Group’s goal was to find a multi-language, centralized and highly secure remote IT support solution.

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.

CABESP, a healthcare service provider in São Paulo, Brazil, was facing increased regulatory demands and the need to minimize potential internal privilege misuse and prevent external attacks from leveraging privileged credentials. The company sought to take control of privileged accounts across their high-value IT assets. With no privilege access management (PAM) solution in place, and the scope for privileged attacks continuing to expand, the team meticulously vetted PAM vendors, conscious of finding a long-term fit that could grow with their environment and evolving needs.

Stephen F. Austin University (SFASU) was in need of a remote support solution that could help users get support on a more global scale. Prior to this, the university had traditional phone and foot support operations, which included a walk-in and phone support center for students and phone support or student worker assistance for faculty and staff. However, these solutions were not sufficient for the university's needs. The university was also embarking on a major project to deploy a new ERP system and saw the value of using a remote support tool to support and train multiple departments. Furthermore, with one of the largest forestry programs in the United States, SFASU has several remote sites that require support. A remote support solution could end some challenges other IT staff had with supporting users at the distant research locations.

In the spring of 2010, the University’s Enterprise Information Technology Services (EITS) department began researching remote support solutions for a University-wide project to migrate separately hosted email and calendar applications into a single Microsoft cloud-based solution. The EITS department team, including IT professional specialist Rachel Moorehead, considered a number of possible options for remote support but soon turned its attention to Bomgar when they learned other departments were already using it across campus. One of the University’s top priorities was having the ability to support a wide variety of devices. “We don’t standardize any of the devices used on campus, even with faculty and staff, because we don’t want to do anything that would inhibit creativity. So we have Apple, Linux, and Windows machines, as well as all the new mobile phones and tablets with iOS and Android operating systems,” said Moorehead. With over 100,000 email accounts at the University, the EITS team knew the migration project would require a remote support solution to get everyone’s desktop and mobile devices set up.

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.

The University of Miami (UM) decided to consolidate several disparate IT organizations across the University’s many campuses so that the approximately 600 IT support professionals could work more closely as a unified team. As part of that initiative, the University of Miami IT (UMIT) department deployed ServiceNow IT Service Management software and a number of project-oriented software solutions. UMIT was also interested in consolidating to a single remote support solution, rather than continuing to use the many ad-hoc solutions previously employed by the various campus-based IT departments. One of UMIT’s goals was to better support the variety of devices used on campus. Many users at UM have Mac computers and several of the remote support solutions did not adequately support them.

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.

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.

The University of Bedfordshire, with a diverse population of approximately 23,000 students from over one hundred countries, was facing challenges in providing efficient IT support to its faculty and staff. The university's IT support team, consisting of around 46 representatives, was using a variety of tools to provide remote support. This lack of a unified system was causing inefficiencies and limitations in their ability to provide support, especially to faculty and staff who were traveling or based in different locations. The university needed a solution that could consolidate their tools and extend the reach of their support representatives.

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.

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.

Wilkes County’s IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites. Major sites include the sheriff’s office, health department, landfill, animal control and the airport. Before the county implemented Bomgar as its remote support solution, the IT department used Windows built-in freeware tools to provide remote support to users. However, this software was not always effective, and trips to the county sites were often required to assist users. When a decision was made to roll out laptops to the sheriff department’s patrol unit, Adams knew that finding a new tool for supporting those devices when the sheriff’s staff was out on the road was critical.

The Green Clinic, a multi-specialty healthcare group in Ruston, Louisiana, operates a primary office, a hospital, and six satellite facilities. The clinic's IT department was using LogMeIn Rescue and LogMeIn Central to provide remote support to users. However, these tools did not support screen-sharing, a feature that would allow the IT team to remotely teach users how to perform tasks independently. This lack of functionality meant that training required either a costly trip to the remote location or downtime as the employee traveled to the main location for workshops. As clinic personnel began relying more heavily on smartphones and tablets, the IT department saw the need for a remote support solution that could support those devices as well.

Indiana University (IU) had a need for a more efficient remote support and chat capabilities. In 2007, the IU Clinical Affairs schools had four service technicians supporting approximately 600 desktops, as well as 800 faculty and staff. The technicians, after unsuccessful attempts to incorporate remote support into their workflow, typically needed to make a site visit when a device required attention. The service technicians tried other tools, but these solutions were slow and they often dropped connections. The university's University Information Technology Services had developed an extensive chat support resource, but when the company providing the solution was purchased, the support for the solution began to deteriorate.

Informatics Merseyside, an organization providing IT support to more than 11 National Health Service (NHS) healthcare trusts in the Merseyside metropolitan area of North West England, faced several challenges in delivering efficient support. The organization was responsible for approximately 300 sites and 20,000 desktops, and it also supported mobile devices for the clinicians, nurses, and administrators working within the Merseyside Care health economy. However, it had network connectivity to only some of the sites it was responsible for supporting. In the event a user had an issue at one of the sites where there was no connectivity, a support representative had to physically go to the location to resolve the issue. Additionally, due to organizational mergers, the IT team had to support numerous network domains, requiring technicians to use multiple tools to provide support across all of the domains.

Intility, a Norwegian company providing a cloud-based IT platform and 24/7 IT management services, was using a variety of tools to provide remote support to its users. However, an internal analysis of the effectiveness of the company’s remote support capabilities led it to search for a more robust solution. The company needed a solution that could deliver the security capabilities and range of features required to meet its goals. Providing robust support for business productivity software and specialized applications was also an important goal. The company needed a solution that could help it avoid downtime for these kinds of applications and provide effortless access to its clients’ systems, no matter what operating system they’re running.

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.

The Health Services Office of Information Technology at the University of North Carolina at Charlotte was facing challenges in managing the information technology needs of the staff and clinicians working in Student Health Services. The office also had to handle routine maintenance on various technologies used in Student Health Services, including medical diagnostic devices. With buildings at complete opposite sides of the campus, and more devices being added to the mix, the need for more efficient support became apparent. The typical response time from incident reporting to resolution was approximately 6 hours, which was inefficient and time-consuming.

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.

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.

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.

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.

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.

Leupold & Stevens, a family-owned manufacturer of telescopic sights, red dot sights, spotting scopes, and binoculars, decided to move its IT infrastructure to the cloud. The company was in search of a disaster recovery solution that would easily integrate with Zerto, which they had been using for on-premise to on-premise replication. The IT department considered a competitor to 11:11 Systems who provided a similar solution, however, it was more of a black box setup; the team lacked visibility into the other side. The specter of cyberthreats also played into Leupold’s decision to move to the cloud.

Tomarco Contractor Specialties, a construction supply company, was facing several challenges. The company was growing and needed a cost-effective data protection solution that could scale with them. They had no budget for a data center, which would have been expensive to manage, maintain, and keep current. Moreover, the company had increased its workforce of engineers over the last several years, and the need for a cloud-based solution to support them became a top priority. Prior to partnering with [11:11 Systems] for IaaS, the IT team used a competitor, a “big three” cloud service provider. While the provider offered solid service, Tomarco did not receive the attentive support they truly needed. Moreover, the need for a secure and robust data protection solution became even more apparent after Tomarco experienced a ransomware attack. Data was located in different locations making it difficult to restore backups quickly and precisely which was also another hurdle that the IT team knew they needed to address.

JAE group, a company that owns and operates a growing number of Wendy’s franchises across the American south, was facing a significant challenge. The company was using third-party services to host critical systems like email. However, due to the pricing models of these services, the company was paying per employee. With thousands of people on payroll, all of whom needed basic email and communications tools, this resulted in a remarkably high bill for JAE group. The company's IT group was already taxed and didn't need to host email for a geographically-diverse set of users. They also needed to ensure the system was secure and had high availability and backup built in.

Viadex is a global IT provider that plans, delivers, and manages global projects across four continents and over 190 countries. As they looked to provide their customers with best in breed technology well into the future, they recognised the need to work with a partner who could not only meet, but exceed the data protection needs of their customers, as well as providing flexible and scalable infrastructure to adapt to ever changing business world demands. Viadex has been leveraging DRaaS from [11:11] internally for a few years which has provided the familiarity and knowledge that it would be the right solution for their customers.

Fusion Business Solutions, a Service Management and IT Operations specialist, was facing a challenge. Their customers were increasingly asking them to offer turnkey IT infrastructure services in addition to their consulting services. However, building out data centers would divert resources from serving customers. Fusion needed a solution that would allow them to deliver the needed levels of support, availability, and transparency without diverting resources from their core competency. They also needed a solution that was flexible enough to quickly adjust the mix of IT resources to accommodate changing customer requirements.

Millennium Consulting, a Managed Service Provider, Information Services Support and Consulting firm, faced an unprecedented challenge during the COVID-19 pandemic. Their customers, primarily in the healthcare sector, needed uninterrupted service and a scalable infrastructure to support their operations. The pandemic forced healthcare workers to work remotely, and healthcare facilities needed a reliable way to stay connected with their patients' families. Traditional cloud service providers were unable to handle the overwhelming capacity of data during the global pandemic, leading to service failures.