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.

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.

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.

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).

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.

RBSCRP, Inc., a licensed distributor of Micros® point of sale (POS) products for the hospitality and retail industries, was facing challenges in providing support to its customers. The company's customers range from major hotel and restaurant chains with more than 100 POS devices each to independent restaurants and retail outlets with a single POS terminal. For many years, RBSCRP supported its customers by phone or through on-site visits when technical issues arose. However, with the widespread use of the internet among the company’s customers in 2006, the support team began evaluating remote support solutions. The company needed a flexible, secure solution that could improve customer service and overcome the geographical challenges associated with the island chain geography of the state of Hawaii.

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.

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.

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.

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.

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.

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.