Service desks face an increasingly complex IT support environment. Most remote access tools and technologies just can’t keep up with the expanding set of modern IT support use cases, and they weren't built to address today’s security concerns. This has led organizations to use a patchwork of legacy solutions to meet their combined IT support and security needs. This not only compromises productivity by creating workflow inefficiencies, but it also creates security gaps that threaten your network.
You need fast, reliable IT support solutions that can scale with your organization and enable you to securely support the desktops and devices in your network. BeyondTrust Remote Support provides the most complete and secure solution.
"Given Chili Security’s rapid growth, we estimate that if we hadn’t made the switch to BeyondTrust, we would need four times the employees we have now to service our expanding customer base. BeyondTrust’s automated features make it possible for each technician to handle more jobs, reducing labor costs."
Michale Hede, Technical Leader at Chili Security
Often, support must be performed on devices, applications, and systems without a human operator present on the support target. In these cases, a certified IT specialist can provide unattended support by remotely gaining access to the piece of equipment or machinery, troubleshooting, and even resolving the issue without requiring a technician on site, or an end user on the device. Unattended support can be used for anything from issuing mass updates to endpoints, to troubleshooting an unattended server, to problem-solving an issue with a piece of machinery at a remote location.
BeyondTrust support enables secure, unattended access capabilities to allow you to provide updates and troubleshooting for a single endpoint or for many.
Having some sort of remote access is non-negotiable for almost every organization’s IT processes. Remote workers, third parties, vendors, and others need to access your systems from outside the firewall. The legacy solution to this challenge was to use a VPN (Virtual Private Network). But some of the most notorious data breaches can be traced directly to VPN exploitation.
VPNs present a constant security challenge for infosec teams. VPNs
act as both a front door and backdoor to your critical data and
applications, and are also entry points into the administrative
back-ends of systems. As such, VPNs attract considerable attention from
hackers--and pose considerable risk to your organization. Organizations
need a secure alternative to providing remote access.
BeyondTrust works through firewalls without VPN tunneling, so your perimeter security can remain intact. All session traffic and data in-transit is encrypted, and BeyondTrust logs and records each remote session for a detailed audit trail. BeyondTrust offers more than 50 separate permissions, so that you can fine tune the level of access and we integrate with your existing directory services (LDAPS, Kerberos, Smart Card, RADIUS) so that, if you change a support rep’s account in Active Directory, it is automatically reflected in BeyondTrust. BeyondTrust can also be configured with data at-rest encryption.
BeyondTrust enables your team to support iOS and Android devices with screen sharing and remote control. It also allows you to provide support on anything your customer can see, including hardware and peripherals.
“BeyondTrust gives us the ability to work with a client from any platform, and we’ve integrated the BeyondTrust SDK to our iOS apps so we can see what the customer sees in real time.”
Teamwork Retail
Today’s IT Service Management (ITSM) landscape is increasingly
complicated. Internal and external ITSM customers demand more efficient,
“one-stop-shop” service. Management requires greater productivity and
demonstrable ROI. There are more work-from-home employees and hybrid
work models must handle different devices and easily downloadable apps,
SaaS enterprise applications, and multicloud environments. All of this
comes as an added challenge at a time when securing the enterprise has
become a top priority.
BeyondTrust’s out-of-the-box integrations boost service desk performance, add important content to workflows, and improve security. Our open BeyondTrust API makes any custom integration possible. Integrations include, but are not limited to: ITSM, Change Management, Active Directory, LDAP, SAML, SIEM, and more.
BeyondTrust proved to be the best IT tool for Chronopost's service desk to meet the expectations of their customers, some of whom operated in environments with stringent data privacy and other regulatory requirements:
“The Remote Support solution has saved time and increased productivity, which is essential in a sector as competitive as ours. The ability to support sites remotely, rather than having to go onsite, saves time and money, giving a great ROI.”
--CISO, Chronopost
With BeyondTrust, University of North Carolina at Charlotte's typical response time from incident reporting to resolution has been reduced from approximately 6 hours to 15 minutes.
"Previously, the only way we could let vendors remote in was to set up a VPN. With BeyondTrust, we can give them limited access to our environment and record their session so I have an audit log of exactly what has been done. That makes our environment much more secure.... It
wasn’t hard to make the business case for selecting BeyondTrust
initially, and the solution has just gotten more robust over time."
--Brian Bard, Business & Technology Analyst
Remotely access and support the users, desktops, and devices in your network with BeyondTrust's fast, reliable, and secure IT support solutions.