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The IT department at the Viterbi School of Engineering, part of the University of Southern California, was facing challenges in providing support to over 600 full-time and part-time faculty, staff, and student employees spread across 20 buildings on and off campus. The existing remote support capability was limited, necessitating frequent on-site visits. This was not only time-consuming but also added to the costs. With the IT environment continually growing and evolving, the department realized the need to improve its incident handling speed and capacity and reduce the need for on-site support visits.

Wilkes County’s IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites. Major sites include the sheriff’s office, health department, landfill, animal control and the airport. Before the county implemented Bomgar as its remote support solution, the IT department used Windows built-in freeware tools to provide remote support to users. However, this software was not always effective, and trips to the county sites were often required to assist users. When a decision was made to roll out laptops to the sheriff department’s patrol unit, Adams knew that finding a new tool for supporting those devices when the sheriff’s staff was out on the road was critical.

The Green Clinic, a multi-specialty healthcare group in Ruston, Louisiana, operates a primary office, a hospital, and six satellite facilities. The clinic's IT department was using LogMeIn Rescue and LogMeIn Central to provide remote support to users. However, these tools did not support screen-sharing, a feature that would allow the IT team to remotely teach users how to perform tasks independently. This lack of functionality meant that training required either a costly trip to the remote location or downtime as the employee traveled to the main location for workshops. As clinic personnel began relying more heavily on smartphones and tablets, the IT department saw the need for a remote support solution that could support those devices as well.

Indiana University (IU) had a need for a more efficient remote support and chat capabilities. In 2007, the IU Clinical Affairs schools had four service technicians supporting approximately 600 desktops, as well as 800 faculty and staff. The technicians, after unsuccessful attempts to incorporate remote support into their workflow, typically needed to make a site visit when a device required attention. The service technicians tried other tools, but these solutions were slow and they often dropped connections. The university's University Information Technology Services had developed an extensive chat support resource, but when the company providing the solution was purchased, the support for the solution began to deteriorate.

Informatics Merseyside, an organization providing IT support to more than 11 National Health Service (NHS) healthcare trusts in the Merseyside metropolitan area of North West England, faced several challenges in delivering efficient support. The organization was responsible for approximately 300 sites and 20,000 desktops, and it also supported mobile devices for the clinicians, nurses, and administrators working within the Merseyside Care health economy. However, it had network connectivity to only some of the sites it was responsible for supporting. In the event a user had an issue at one of the sites where there was no connectivity, a support representative had to physically go to the location to resolve the issue. Additionally, due to organizational mergers, the IT team had to support numerous network domains, requiring technicians to use multiple tools to provide support across all of the domains.

Intility, a Norwegian company providing a cloud-based IT platform and 24/7 IT management services, was using a variety of tools to provide remote support to its users. However, an internal analysis of the effectiveness of the company’s remote support capabilities led it to search for a more robust solution. The company needed a solution that could deliver the security capabilities and range of features required to meet its goals. Providing robust support for business productivity software and specialized applications was also an important goal. The company needed a solution that could help it avoid downtime for these kinds of applications and provide effortless access to its clients’ systems, no matter what operating system they’re running.

Northumbrian Water Group, a leading public utility in the UK, was facing challenges with its existing service management tool. The tool was inadequate in tracking the performance of the support team and compliance with service level agreements. The end-user experience was also unsatisfactory. The company was transitioning from terminal devices to Windows-based PCs and tablets, which required a new solution for effective remote support. The company's strict security requirements, due to its status as a public utility, also necessitated a solution that would not introduce vulnerabilities to the network infrastructure.

The Health Services Office of Information Technology at the University of North Carolina at Charlotte was facing challenges in managing the information technology needs of the staff and clinicians working in Student Health Services. The office also had to handle routine maintenance on various technologies used in Student Health Services, including medical diagnostic devices. With buildings at complete opposite sides of the campus, and more devices being added to the mix, the need for more efficient support became apparent. The typical response time from incident reporting to resolution was approximately 6 hours, which was inefficient and time-consuming.

Stribling Equipment, a leading provider of construction and forestry-related products and services, was facing challenges with its tech support team. The team was having difficulty establishing connections with devices used by employees at its 20 stores, as well as its sales team and technicians in the field. This was causing delays and inefficiencies in their operations. The company needed a more robust remote support solution that could reliably connect to a variety of devices and provide the necessary support to its users.

Horizon Beverage’s support team was faced with the common issue of giving third-party vendors access to their internal network to perform software upgrades and routine maintenance. Prior to Bomgar, they were allowing vendors to connect via RDP and VPN, which allowed for unfettered network access. When Horizon purchased Bomgar Remote Support more than eight years ago, remote support licenses were assigned to vendors to better control and monitor their access. Over time, Horizon Beverage’s vendor access needs matured, requiring a solution purpose built to manage privileged access and broker connections between the company’s vendors and its secure network.

The Workplace Safety and Insurance Board (WSIB) in Toronto, Canada, was facing a challenge with its IT infrastructure. The IT staff had anonymous privileged access to hundreds of Windows servers. WSIB needed to track and audit this access to protect sensitive data. The question of who in the IT group was doing what and when needed to be resolved to maintain strict control over access to approximately 250 Windows servers across two sites in the IT infrastructure. When the IT staff did find the time to update privileged passwords, they would do so manually – a cumbersome change process that was not guaranteed to encompass every account on the network.

Axiom Medical, a healthcare company based in Houston, Texas, was using VPN connections and Skype for Business to remotely connect to end user devices and servers. However, the help desk team experienced instances in which the VPN would drop due to problems with the end user’s internet connection, leaving them without a means to connect remotely to a user’s device. The basic remote desktop access products had a very limited set of features, restricting the scope of tasks the techs could perform remotely. Additionally, the IT department had concerns that the security of these remote support sessions was inadequate. As a result, the organization began looking for a better solution, with more advanced features and top-grade security.

The healthcare company, with approximately 3,000 employees in the United States and Canada and 150 office locations, operates a virtual network environment with the majority of employees logging into virtual desktops to do their work. The demographics of the company’s workforce runs the gamut from millennials, who in general are very computer savvy, to older employees who often have little experience with computers and other electronic devices. Many of these employees are involved with data entry and commonly perform tasks such as scanning and printing documents. The company has grown rapidly over the past several years through multiple acquisitions and is segmented into multiple, unique brands. The company routinely accesses medical records and, as a result, takes numerous measures to comply with HIPAA and the Common Security Framework of HITRUST.

Leupold & Stevens, a family-owned manufacturer of telescopic sights, red dot sights, spotting scopes, and binoculars, decided to move its IT infrastructure to the cloud. The company was in search of a disaster recovery solution that would easily integrate with Zerto, which they had been using for on-premise to on-premise replication. The IT department considered a competitor to 11:11 Systems who provided a similar solution, however, it was more of a black box setup; the team lacked visibility into the other side. The specter of cyberthreats also played into Leupold’s decision to move to the cloud.

Tomarco Contractor Specialties, a construction supply company, was facing several challenges. The company was growing and needed a cost-effective data protection solution that could scale with them. They had no budget for a data center, which would have been expensive to manage, maintain, and keep current. Moreover, the company had increased its workforce of engineers over the last several years, and the need for a cloud-based solution to support them became a top priority. Prior to partnering with [11:11 Systems] for IaaS, the IT team used a competitor, a “big three” cloud service provider. While the provider offered solid service, Tomarco did not receive the attentive support they truly needed. Moreover, the need for a secure and robust data protection solution became even more apparent after Tomarco experienced a ransomware attack. Data was located in different locations making it difficult to restore backups quickly and precisely which was also another hurdle that the IT team knew they needed to address.

JAE group, a company that owns and operates a growing number of Wendy’s franchises across the American south, was facing a significant challenge. The company was using third-party services to host critical systems like email. However, due to the pricing models of these services, the company was paying per employee. With thousands of people on payroll, all of whom needed basic email and communications tools, this resulted in a remarkably high bill for JAE group. The company's IT group was already taxed and didn't need to host email for a geographically-diverse set of users. They also needed to ensure the system was secure and had high availability and backup built in.

Viadex is a global IT provider that plans, delivers, and manages global projects across four continents and over 190 countries. As they looked to provide their customers with best in breed technology well into the future, they recognised the need to work with a partner who could not only meet, but exceed the data protection needs of their customers, as well as providing flexible and scalable infrastructure to adapt to ever changing business world demands. Viadex has been leveraging DRaaS from [11:11] internally for a few years which has provided the familiarity and knowledge that it would be the right solution for their customers.

Fusion Business Solutions, a Service Management and IT Operations specialist, was facing a challenge. Their customers were increasingly asking them to offer turnkey IT infrastructure services in addition to their consulting services. However, building out data centers would divert resources from serving customers. Fusion needed a solution that would allow them to deliver the needed levels of support, availability, and transparency without diverting resources from their core competency. They also needed a solution that was flexible enough to quickly adjust the mix of IT resources to accommodate changing customer requirements.

Millennium Consulting, a Managed Service Provider, Information Services Support and Consulting firm, faced an unprecedented challenge during the COVID-19 pandemic. Their customers, primarily in the healthcare sector, needed uninterrupted service and a scalable infrastructure to support their operations. The pandemic forced healthcare workers to work remotely, and healthcare facilities needed a reliable way to stay connected with their patients' families. Traditional cloud service providers were unable to handle the overwhelming capacity of data during the global pandemic, leading to service failures.

The Media Services Group (MSG) was experiencing rapid growth and needed a flexible and scalable IT infrastructure platform to support this expansion at minimal cost. They had unique networking requirements and needed a customized environment. They were looking for a vendor that would be a partner, understanding their needs and working with them to meet their unique requirements. MSG runs a non-standard database that does not include any standard Microsoft tools but consists of binary number databases created internally. It also has some very unique networking requirements: MSG must maintain control outside the network perimeter while the cloud vendor controls within that perimeter.

B&I Contractors, Inc., a company that provides commercial mechanical contracting services, was facing several challenges due to its growth. The company needed to build and formalize its IT department, adhere to strict compliance and regulation requirements, ensure reliable and easy-to-use disaster recovery, and ensure IT scalability. With shrinking IT budgets and less desire for capital expenditures, Bill Lamon, IT Manager for B&I Contractors, knew that it was time to look for cloud options for his growing business. His desire to not be locked in with a channel partner and eliminate hardware expenditures for a local solution was one of the many reasons that cloud object storage was considered.

Brickstream’s infrastructure included physical hardware that was managed out of a colocation facility in Atlanta. The company was responsible for procuring hardware from a variety of vendors, applying critical maintenance updates, and performing hardware upgrades and repairs. This led to recurring warranties and maintenance fees which began to burden Brickstream. The company started considering moving to a virtual environment to alleviate the burden of managing a physical infrastructure. However, migrating from a traditional colocation facility to a VMware-leveraged virtual environment was a daunting task, especially for a relatively small company with limited IT resources. Another concern was cost. Brickstream had experienced firsthand the long-term pitfalls associated with buying and maintaining physical hardware. To utilize its IT dollars more effectively, the company realized that migrating to the cloud was the obvious choice.

IDBS needed to upgrade its Microsoft Exchange email server and increase availability by deploying a load balancer that would not be affected should its onsite datacenter go down. The company needed a cloud partner it could trust with a hybrid cloud solution that would fit its needs. IDBS uses Masergy as its network infrastructure provider. Masergy operates the largest independent global network platform and also offers fully-integrated cloud communications, cloud-based security and managed network services. Masergy links all IDBS’ sites through a global MPLS network providing a businessgrade connection that experiences virtually no downtime. Therefore, IDBS needed a cloud vendor that was capable of linking to Masergy’s network and maintaining the business-class connection that IDBS required.

Glasstire, a small, not-for-profit company offering information, services and social media to the art community, had been hosting its website with a small provider for years. However, the organization had experienced numerous performance issues that caused the site to go down, along with other ongoing availability issues. The security of the site was also inadequate, as it was hacked into and infused with a Trojan spam generator and numerous illicit redirects. The hacking was so invasive that the entire site had to be rebuilt. The new website developer wanted to run the new site on a Debian (Linux OS). Glasstire also wanted the ability to grow over time and handle increasing traffic as well as add new services such as a dedicated email service. Finally, as a result of the company’s previous issues, it wanted a vendor that would provide remote management capabilities and have a local datacenter so that support and dialog could be done live if needed.

GxPi, a UK-based company specializing in GxP compliance for the Life Sciences sector, faced a challenge with one of its clients. After several months of testing and user acceptance, the client encountered a severe issue with GxPi’s x-docs™ product. The problem was inconsistent and impossible to isolate, making it difficult to replicate and solve. GxPi could not work in the live environment at the client’s site due to compliance issues. The company needed a solution that would allow them to replicate the client's environment exactly, in order to identify and resolve the issue.

Rodericks Dental, a clinically led dental group, offers comprehensive NHS and private dental care with over 100 dental practices across England and Wales. High quality treatments and quality patient care are key to the comprehensive dental services that are offered by Rodericks Dental. One of the key components of operating a dental practice, is the need for all patient records, billing and other business essentials to be available at all times. Prior to working with iland, Rodericks initially built their own data centre. As time progressed, it became necessary to look at the security of this solution along with the amount of power that was being generated with their own data centre. Cost savings and increased security became top IT priorities. With other large cloud vendors, Alex discovered that they were paying for additional storage that they were not using as well as experiencing slow recovery times.

The CSN Groep, a full-service Systems Integrator and Managed Services provider, recognized the increasing need for availability and the lack of expertise in managing IT infrastructure to maximize uptime amongst their customer base. They saw the need to offer cloud-based business continuity services from a different location than that of their IaaS services. They wanted a partner who not only had deep expertise in cloud backup and disaster recovery, but could also deliver the advanced cloud security expertise needed to meet the compliance requirements of their customers. A top priority for the CSN Groep is protecting their customers’ IT systems from the ever increasing threats of cyber-attacks, viruses, and ransomware.

Cold Jet, a leader in the dry ice business, was facing a challenge when the company decided to move offices in Belgium. The company's IT team, based in Ohio, was tasked with finding a disaster recovery (DR) provider that could accommodate their new setup. The team was also looking to improve and increase their bandwidth. The search for a provider was under a tight deadline, with only a month to find a provider and get the system up and running.

Resources for Human Development (RHD) is a US human services nonprofit that delivers caring, effective, and innovative services that empower people of all abilities to achieve the highest level of independence possible and build better lives for themselves. RHD supports more than 160 human service programs across 15 US states, serving tens of thousands of people every year with programs addressing intellectual and developmental disabilities, behavioral health, homelessness, addiction recovery, and more. The RHD IT team keenly understands the impact IT has on the mission of the organization. Allen Howard, Manager of Enterprise Architecture at RHD, explains the importance of IT availability to the company and their consumers. Howard and his team, along with their forward-thinking CEO, put in place a plan to acquire a reliable and cost-effective cloud-based disaster recovery (DR) solution to ensure there is no interruption to services in the event of a disaster. After a disappointing experience with another cloud provider that was unable to deliver a DR solution that worked, Howard continued his search and left no stone unturned to ensure he found the right solution.

New York City Ballet (NYCB) was in need of a more efficient disaster recovery (DR) solution for their small IT team. The previous provider they worked with limited their visibility into and control over the DR system. In addition to being highly priced, the solution was difficult to manage for a team with limited resources and did not deliver the recovery times required. The team needed a solution that would allow them to have complete control and insight into their protected systems. They also had a requirement for a colocation device and wanted a self-service DR testing capability.