BOMGAR AT WILLIAMSON CO

Transcription

1 BOMGAR BOMGAR AT WILLIAMSON CO Barrett Elkins Regional Sales Manager Public Central US Richard Semple Director Service Desk, GIS, Public Safety 1

2 Quick Agenda 1. Introductions 2. Williamson County Background and Challenges 3. Bomgar Market Insight and Overview 4. Wilco Usage and performance 5. Bomgar Remote Support Demonstration 6. Q & A Bomgar Solutions Engineers: Tony Wenzel Doug Patel 2

3 Williamson County Profile Part of the Austin Metropolitan area ~500,000 residents 1,134 sq. mi. with 13 incorporated cities 1,750 Full and part-time staff ~1,600 PCs supported (350 mobile units) 100 ipads 37 IT Staff 5 Service Desk Staff + 1 Manager 24x7 On-call staff for Public Safety 3

4 Wilco Challenges Remote support tool was cumbersome No integration with work order system Stand alone for each user Limited user licenses Only used with customer present No vendor access No logging/tracking Not CJIS compliant 4

5 Criteria for Support Tools Easy to use for customers Easy to use for technicians Integration with work order system Flexible Different Internal users Vendor Access Multi-Platform Support more than just desktops Provide support from mobile devices Compliant with County Security Policy Especially CJIS Established, proven technology 5

6 REMOTE ACCESS: #1 PATHWAY FOR ATTACKERS Remote access remained the most widely used method of infiltration in Organizations that use third-party support typically use remote access applications like Terminal Services (teamserv) or Remote Desktop Protocol (RDP), pcanywhere, Virtual Network Client (VNC), LogMeIn or Remote Administrator to access their customers systems. If these utilities are left enabled, attackers can access them as though they are legitimate system administrators Global Security Report Trustwave SpiderLabs "The bad guys have continually used remote access login to perpetrate their crimes and breaches against POS and other systems, since they gain the privileges and visibility they need with software like LogMeIn," she says. "It's a huge vulnerability that most enterprises don't currently have enough control over, given their relationships with service providers and contractors. They need to tighten up that glaring hole by enforcing strong user authentication into remote-access facilities into their systems and auditing the access that does take place." July 2014 response to Delaware Restaurant Assoc. Breach Remote access services (e.g., VNC, RDP) continue their rise in prevalence, accounting for 88% of all breaches leveraging hacking techniques more than any other vector Data Breach Investigations Report - Verizon Business RISK Team 6

7 The Paradox of IT Support Only 7% of cost, but 50% of overall perception The camera lens through which customers Judge IT... SOURCE: GARTNER. IT SPENDING AND STAFFING REPORT

8 Bomgar At a Glance Secure Remote Support for the Mobile Enterprise 2 nd Generation Enterprise Technology Only FIPS 140-2, DoD-validated Supports Internal & External Networks Supports Mobile, Servers, Desktops 9,000+ customers in 65+ countries IT Inter-Operability Counties - Galveston - Tarrant - Chambers - Hood - Andrews Cities - San Antonio - Waco - Boerne - Bay City - Bastrop 8

9 Implementation Box shipped Placed in DMZ Configured for AD Authentication Implemented for Service Desk Implemented for other departments Implemented for vendor access Longest part was creating groups and rights levels 9

10 Wilco Bomgar Implementation Vendor Access BOMGAR Active Directory Authentication Remot e Office DMZ Firewall Internal Rep Office Computers Mobile User (EMS, Law, Fire) 10

11 Wilco Usage and Stats Techs can access from anywhere On the go from issued ipads Replacing Remote Desktop for Servers Jump clients installed New KPIs in place as a result of Bomgar Use of remote support vs on-site Satisfaction surveys end users and techs (215 done in Q1) Ticket resolution times Current use 75 Sessions/week average Expected peak: 200 sessions/week 11

12 Next Generation, Enterprise-Grade Technology Product Highlights 1. Security 2. Mobile Support 3. Inter-Operability 4. Web-Enabled 5. Collaboration Appliance deployed on site Traffic uses SSL encryption & passes through the Bomgar box 6. Manageability Support Reps and End Users Both Make Outbound Connections to the Appliance All Data Encrypted Over Bomgar Connection 12