BMC, Bomgar team to speed trouble-ticket resolution
Bomgar has allied itself with BMC Software so their platforms can talk to each other and make it simpler to resolve trouble tickets. Bomgar makes Bomgar Box, a remote-control appliance designed for help desks to take over remote machines for maintenance or in response to help calls.
BMC's Remedy Action Request System opens trouble tickets and manages business processes. With Bomgar Box integrated with BMC's software, a remote-control session can be launched directly from trouble tickets registered with the BMC platform. In addition, a complete key-stroke and mouse-click log of the help session is available through the BMC platform for analysis. The Bomgar Box appliance populates the BMC system with this session data.
A separate software upgrade for Bomgar Box makes it possible to access any machine, attended or not. Previously, a user who needed help resolving a desktop issue would have to connect with a Bomgar Box first, and the box would enable a remote-control session between the desktop and the help desk.
The new feature relies on Jump, a feature that lets a Bomgar box start a remote-control session with any device on the LAN. If an unattended device is on a LAN at a remote location, the box can still create a connection to it if at least one device on that remote LAN has an enabling software client called Jumpoint. The Jumpoint client initiates as session through the remote-site firewall, letting the Bomgar Box send traffic through to the target machine.
The latest software adds support for SUSE, Red Hat, Ubuntu and Fedora Linux and Windows Mobile. It also provides support for the Spanish, German, Japanese and French languages.
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ARN's A-Z guide to networking 19 December, 2007 14:50:54
As business needs change, so do the requirements for the business backbone. ARN looks at networking trends and technologies and reports on predictions for 2008 and beyond. - +
Zenoss: New dog masters old monitoring tricks 30 November, 2007 12:50:00
Zenoss Core 2.1 impresses with object-based approach, strong device discovery, native Windows monitoring, and open source extensibilitySince the dawn of the business network, there has been a need to ensure that the network services provided to the enterprise are alive and responsive. Traditionally, in midsized businesses, this role has been filled by complex, closed source, and fantastically expensive solutions from manufacturers such as BMC, CA, HP, and IBM. And while these extravagant expenses make no customer happy, many users of these packages also complain of their complexity. Enough administrators have spent enough time wrangling with their monitoring systems to make a lot of smart people imagine that there must be a better way. - +
NBA: Your last line of defense 27 December, 2007 07:44:25
Network behavior analysis tools can block zero-day threatsThere's a new weapon in the security arsenal that monitors network traffic and issues real-time alerts when it spots unusual or suspicious behavior on the network. - +
Life on the EEEdge: Daily life with Asus' tiny laptop 04 January, 2008 07:15:21
6 annoying things (and 3 great ones) about Asus' ultraportableLike many gearheads, I've owned a lot of portable computers over the years -- and I've wanted to replace every last one with a smaller, sleeker upgrade, from the "luggable" Apple IIc onward. But most of those upgrades have left me disappointed: with the lack of software; with cheap, hard-to-use interfaces; and with "optional" add-ons that were in fact very much necessary to make the machine useful. - +
Perfecting perfection: Mac OSX Leopard, part 1 23 November, 2007 10:07:13
Apple's new operating system challenges users and developers to explore new and better ways of workingNo one is unhappy with Mac OS X Version 10.4, known as Tiger. OS X is not an application platform (I bristle at using the term "operating system" for OS X; I explain why below) that needed repair, speeding up, or exterior renovation. Motivations for major upgrades of competing system software -- roll-ups of an unmanageable number of fixes, because the calendar says it's time, or because users are perceived to have version fatigue -- don't apply to OS X. Apple wields no whip to force upgrades because Tiger stands no risk of being neglected by Apple or third-party developers as long as Leopard lives. Despite the absence of a stick that drives users into upgrades of competing OSes, or perhaps because of it, Apple enjoys an extraordinary rate of voluntary OS X upgrades among desktop and notebook users. Why? People buy Macs because the platform as a whole is perfect, full stop. Leopard is a rung above perfection. It's taken as rote that the Mac blows away PC users' expectations. Leopard blows away Mac users' expectations, and that's saying a great deal.
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