City Government Enhances Security and Streamlines IT Support with Action1

The city of San Gabriel, with a workforce of about 300 employees, was struggling with its IT support and security management. The IT department, consisting of only three people, was responsible for a wide range of tasks from basic desktop support to server and network security. However, they faced significant challenges in keeping all endpoints updated with the latest security patches, a crucial task for cybersecurity. The tool they were using, WSUS, did not provide them with the ability to control patches or gain visibility into endpoints, increasing the risk of dangerous vulnerabilities going unnoticed. As a government agency, they were mandated by federal laws to ensure security, including for the police and fire departments. The shift to a remote work model further complicated matters, necessitating a tool that could function effectively regardless of device location. Additionally, the IT team was considering a remote support tool as driving to various locations to troubleshoot issues was time-consuming.

The customer in this case study is the city government of San Gabriel, California, USA. This government agency is responsible for a range of vital services for people and businesses in the city. The city has about 300 employees, and the IT department consists of three people who cover everything from basic desktop support to server and network security. As a government agency, they are mandated by federal laws to ensure security, including some security for the police and fire departments. The IT department was looking for a more efficient patch management solution and a remote support tool due to the shift to a remote work model.