Welcome!

Machine Learning Authors: Ed Featherston, Destiny Bertucci, Liz McMillan, Elizabeth White, Dan Blacharski

News Feed Item

Kaiser Permanente Transforms IT Support Capabilities with Bomgar

Bomgar, a leading provider of secure remote support solutions, announced today that Kaiser Permanente is using the Bomgar remote support solution to provide dependable and comprehensive technology support to employees across the country. Founded in 1945, Kaiser Permanente is one of the nation’s largest not-for-profit health plans, serving more than 9 million members. In addition to its health plan, the organization operates 37 hospitals, more than 600 medical offices and other outpatient facilities as well as conducts clinical research ad health education programs.

Kaiser Permanente’s division of research has more than 600 employees with approximately 60 principal investigators responsible for hundreds of research projects on a wide variety of subjects, including clinical trials and program evaluations covering numerous diseases and health issues. Headquartered in Oakland, California, the department’s research teams work in a variety of locations across the country, collaborating with researchers in other parts of Kaiser Permanente’s organization and with numerous academic institutions.

Prior to Bomgar, the IT support staff for the Division of Research had to travel to a desktop user’s location or ask laptop users to bring in their computer to fix support issues. Users not located near headquarters were burdened with having to mail a broken or malfunctioning device to the support staff if they needed assistance. “Our division has a very large remote workforce because so many of our investigators are out in the field meeting with patients and working with others on clinical research projects,” said Richard Navarro, director of IT operations for the Division of Research. Both former methods of tech support were time-consuming and costly, and IT staff did not have an adequate way to collaborate with peers in other parts of the organization to resolve problems. After coming on board with Kaiser, Navarro quickly realized that a remote support solution was what the support team needed.

Navarro and his team of 28 IT service staff evaluated a number of remote support solutions, including Bomgar. “The team attempted to use remote support tools before I joined the organization, but found them to be very unreliable when it came to establishing a connection. Certainly, then, one of our main requirements was reliability. An equally important requirement was that the solution needed to be secure, because Kaiser takes security very seriously. And lastly, we wanted an easy-to-use interface for our end-users.”

Of the remote support solutions evaluated, only Bomgar met all of the IT department’s requirements. Bomgar’s simple and reliable user interface and ability to enable robust collaboration set the solution apart. “We really like that all users have to do is visit a website or receive an email and click on a link to begin a support session,” Navarro said. “Some of the other solutions required users to follow a set of instructions to change administrative privileges or download software.”

Bomgar has dramatically improved the IT department’s ability to serve its user base. “One of the biggest benefits is that we no longer have to ask people to drive to our facility in Oakland or ship their computer to us when they need support. We can just connect to their machine remotely and help them,” Navarro said. “The ability to collaborate with remote peers is now also possible thanks to Bomgar. There are times when our team needs to access the expertise of our national service desk or an engineer in another part of our organization. In the past, we used WebEx or found some other way to get them involved in real time. Now, we can quickly invite any expert or outside vendor to join a session.”

Nathan McNeill, co-founder and chief strategy officer at Bomgar, emphasizes the importance of productivity levels for both information workers and IT representatives. “When an employee’s machine is down or they need assistance, it negatively affects the work they are able to complete. Moreover, when that device has to be fixed via an on-site visit or mailed to an office, productivity for both the worker and IT rep decreases. With Bomgar, your information workers are disrupted for much smaller lengths of time because IT support can instantly connect to the device, no matter where it’s located, and immediately resolve the issue.”

Overall, Navarro sees Bomgar’s ability to improve the end-user experience as the paramount benefit for his department. “When you get a call from a researcher and they are upset because their computer isn’t working and their project is stalled, you don’t want to tell them to bring their machine in tomorrow. With Bomgar, our support staff can help them immediately.” Navarro’s number one goal for the support team was to transform responsiveness to the users they serve, and with Bomgar, they have achieved it.

For a full case study about Kaiser Permanente’s use of Bomgar, please visit: http://www.bomgar.com/customers/

About Bomgar

Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google±.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@CloudExpo Stories
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
"Storpool does only block-level storage so we do one thing extremely well. The growth in data is what drives the move to software-defined technologies in general and software-defined storage," explained Boyan Ivanov, CEO and co-founder at StorPool, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
As Marc Andreessen says software is eating the world. Everything is rapidly moving toward being software-defined – from our phones and cars through our washing machines to the datacenter. However, there are larger challenges when implementing software defined on a larger scale - when building software defined infrastructure. In his session at 16th Cloud Expo, Boyan Ivanov, CEO of StorPool, provided some practical insights on what, how and why when implementing "software-defined" in the datacent...
Blockchain. A day doesn’t seem to go by without seeing articles and discussions about the technology. According to PwC executive Seamus Cushley, approximately $1.4B has been invested in blockchain just last year. In Gartner’s recent hype cycle for emerging technologies, blockchain is approaching the peak. It is considered by Gartner as one of the ‘Key platform-enabling technologies to track.’ While there is a lot of ‘hype vs reality’ discussions going on, there is no arguing that blockchain is b...
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across business networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost as well as advance trade. Are you curious about how Blockchain is built for business? In her session at 21st Cloud Expo, René Bostic, Technical VP of the IBM Cloud Unit in North America, discussed the b...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.
Is advanced scheduling in Kubernetes achievable?Yes, however, how do you properly accommodate every real-life scenario that a Kubernetes user might encounter? How do you leverage advanced scheduling techniques to shape and describe each scenario in easy-to-use rules and configurations? In his session at @DevOpsSummit at 21st Cloud Expo, Oleg Chunikhin, CTO at Kublr, answered these questions and demonstrated techniques for implementing advanced scheduling. For example, using spot instances and co...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
The use of containers by developers -- and now increasingly IT operators -- has grown from infatuation to deep and abiding love. But as with any long-term affair, the honeymoon soon leads to needing to live well together ... and maybe even getting some relationship help along the way. And so it goes with container orchestration and automation solutions, which are rapidly emerging as the means to maintain the bliss between rapid container adoption and broad container use among multiple cloud host...
The cloud era has reached the stage where it is no longer a question of whether a company should migrate, but when. Enterprises have embraced the outsourcing of where their various applications are stored and who manages them, saving significant investment along the way. Plus, the cloud has become a defining competitive edge. Companies that fail to successfully adapt risk failure. The media, of course, continues to extol the virtues of the cloud, including how easy it is to get there. Migrating...
Imagine if you will, a retail floor so densely packed with sensors that they can pick up the movements of insects scurrying across a store aisle. Or a component of a piece of factory equipment so well-instrumented that its digital twin provides resolution down to the micrometer.
The need for greater agility and scalability necessitated the digital transformation in the form of following equation: monolithic to microservices to serverless architecture (FaaS). To keep up with the cut-throat competition, the organisations need to update their technology stack to make software development their differentiating factor. Thus microservices architecture emerged as a potential method to provide development teams with greater flexibility and other advantages, such as the abili...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
Product connectivity goes hand and hand these days with increased use of personal data. New IoT devices are becoming more personalized than ever before. In his session at 22nd Cloud Expo | DXWorld Expo, Nicolas Fierro, CEO of MIMIR Blockchain Solutions, will discuss how in order to protect your data and privacy, IoT applications need to embrace Blockchain technology for a new level of product security never before seen - or needed.
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
Nordstrom is transforming the way that they do business and the cloud is the key to enabling speed and hyper personalized customer experiences. In his session at 21st Cloud Expo, Ken Schow, VP of Engineering at Nordstrom, discussed some of the key learnings and common pitfalls of large enterprises moving to the cloud. This includes strategies around choosing a cloud provider(s), architecture, and lessons learned. In addition, he covered some of the best practices for structured team migration an...
In his general session at 21st Cloud Expo, Greg Dumas, Calligo’s Vice President and G.M. of US operations, discussed the new Global Data Protection Regulation and how Calligo can help business stay compliant in digitally globalized world. Greg Dumas is Calligo's Vice President and G.M. of US operations. Calligo is an established service provider that provides an innovative platform for trusted cloud solutions. Calligo’s customers are typically most concerned about GDPR compliance, application p...
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...