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IT Infrastructure Library (ITIL) v 3.0 hit the streets in July 07. Seven years in the making, the latest version of ITIL takes a more detailed approach to service design, transition and delivery, with an eye toward continuous service improvement.
At the core of most ITIL initiatives is the goal of enhancing the customer experience, improving IT efficiencies, and ensuring security and compliance standards. However, many business leaders are looking for ways to drive near-term business value from their ITIL investments.
The following document outlines five key points of intersection between ITIL best practices and remote support solutions that can help an organization accelerate its ITIL initiatives at the Service Desk and quickly drive value to their business.
Bomgar Corporation, a leading provider of remote support solutions, is the first provider in this space to embrace ITIL best practices in the design and delivery of its solution. With years of experience in working with global support organizations and more than 15% of its team ITIL v 3.0 Foundation Certified, Bomgar has a unique understanding of how to help companies leverage remote support to accelerate their ITIL initiatives at the Service Desk.
#1 ITIL Perspective | Information Security Management: Organizations should ensure the confidentiality, integrity and availability of its assets, information, data and IT services at all times.
Role of Remote Support:
- Control: With an appliance-based remote support solution like Bomgar’s, your sensitive customer and employee data stays within your control, within you four walls at all times. With some solutions on the market today that only offer a hosted model, you’re required to trust that your data remains secure as it passes through centers that are shared by hundreds or even thousands of other organizations. And in many cases, such as with financial institutions, you’re required to show proof of that security through SAS70 audits and other requirements from internal and external auditors.
- Encryption: Additional assurance comes when customer session data is encrypted at the highest standard – 256 bit, which is offered by Bomgar. Some vendors today only offer 128, which is government level security, but as today’s hackers become more and more sophisticated, an organization cannot take chances with anything other than the highest levels of encryption.
- Corporate governance controls: Bomgar’s solution can be integrated with your corporate governance controls, such as your LDAP server, where all permissions granted to representatives are consistently maintained in one active directory. This makes it easy to ensure the right people have the right access across your enterprise.
Bottom Line Business Benefit: With Bomgar’s remote support solution, you are able to minimize risks and improve your ability to control the confidentiality, integrity and availability of your data.
#2 ITIL Perspective | Incident Management: Incident Management is responsible for restoring service to the normal state as quickly as possible, minimizing the adverse impact on users and the business. When managing the life cycle of incidents, the service desk should always get written confirmation from the user before closing the incident.
Role of Remote Support:
- Greater access to configuration items (CIs): Being able to access virtually any CI on your network is the first critical step in restoring service. Bomgar allows access through any firewall to any system on any network. Bomgar supports Windows, Vista, Windows Mobile, Linux, and Mac operating systems and provides access to attended or unattended machines from a single solution.
- Restore service as quickly as possible/Mean Time to Repair (MTTR): With Bomgar’s remote support solution, representatives are virtually sitting at the CI. With advanced capabilities like skills-based routing, the user is automatically directed to the appropriate team of technicians. Advanced diagnostic and troubleshooting tools such as real-time system information, two-way file transfer, and reboot/reconnect can improve your organization’s MTTR, first call resolution rates and service desk capacity.
- Incident closure confirmation: When closing an incident, Bomgar offers the ability to configure exit surveys at the point of customer interaction. Not only does this provide written confirmation that the incident can be closed, but provides the service desk with valuable feedback to improve customer satisfaction.
Bottom Line Business Benefit: With Bomgar, you can more rapidly access, diagnose and troubleshoot CIs. This aids in improving your MTTR, first call resolution rates, and the overall customer experience while decreasing user and system downtime.
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