Battling Back Against a Down Economy: Remote Support Technologies.

Sponsor: Bomgar Corporation
Featured Analyst Firm: Gartner, Inc.
Speakers: David Coyle, Nathan McNeill
Type: Audio (28 minutes)

When it comes to remote support, how do you balance your short-term economic decisions with long-term strategic decisions?

Join David Coyle, Research Vice President at featured analyst firm, Gartner, Inc., and Nathan McNeill, Co-Founder and Vice President of Product Strategy at Bomgar Corporation, as they address this question and introduce a new approach to support.

In this program you will:

  • Learn how to make support decisions that are not only right in today’s downturn economy, but that also have long-term strategic advantages.
  • Hear expert recommendations on what to look for in remote support technology.
  • Discover remote support technologies that are specifically designed for the enterprise.
  • Learn about the short-term and long-term benefits of individual remote support solutions

We’re living in a world where everyone is outside the firewall. Further, tools like LAN-based remote control were designed for an internal user base that has largely left the building. But, these users and clients still need support, and explaining a technical fix over the phone still remains painful. So how do you find the best technologies to help your remote users and clients? How do you determine which technologies are best for your organization? Find out in this new program now.

Hear about a new breed of remote support technologies that delivers a quick ROI and improves support fundamentals for years into the future. Additionally, this solution will enable you to:

  • Increase 1st call resolution by 35-45%
  • Reduce incident handling time by 25-50%
  • Reduce on-site visits by as much as 90%
  • Decrease call escalation by 10-30%

To learn more about how these new remote support technologies can work in your organizations, watch this new program now.

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About David Coyle

David Coyle is a research director in the IT operations management team of Gartner. His research focuses on IT service management including service desk, incident management, problem management, change management, process improvement (including the ITIL framework) and service-level agreement (SLA) management. Mr. Coyle helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that aligns to the goals of the business. Prior to joining Gartner, Mr. Coyle spent nine years at Hyperion Solutions, where he held several director-level positions within the infrastructure operations organization including managing IT support services in Europe while living in France. He was also a network and e-mail specialist at Taco Bell Corp.

About Nathan McNeill

Nathan McNeill is Co-Founder and Vice President of Product Strategy of Bomgar Corporation. McNeill joined Bomgar™ as a co-founder in 2003 and is responsible for aligning product strategy with the needs of Bomgar's over 4,500 customers. He also establishes and maintains technology partnerships and is instrumental in expanding Bomgar's customer base. McNeill contributes to the support virtualization blog, discussing issues and trends critical to the proliferation of this technology. McNeill graduated from Belhaven College with a bachelor's degree in philosophy.