As the IT security threat continues to grow, how can organisations support IT change while preserving the integrity of their systems? William Culbert of Bomgar explains.

CIOs and IT professionals continue to face increasing budget pressures as ‘do more with less’ becomes the norm – does this sound familiar to you? As Brexit and GDPR legislation looms, businesses are closely reviewing plans for IT programmes, staffing levels, and new project timings. Yet, even in the face of highly scrutinised budgets, IT and security teams must still deliver a high level of service whilst protecting the business.

With IT staffing in a state of flux, whether because of turnover or due to the skills shortage in the sector, CIOs are looking for tools and utilities that are easy to implement and adopt, but also deliver the protection they need.

An area where this is felt acutely in organisations is in the realm of remote access within the service desk. With the key focus on providing great customer service and delivering high first call resolution rates, help desk teams need the right tools and role-based access to achieve this. Getting this right not only improves the service to the business but also frees time to focus on delivering innovation and new projects. As stated previously, considering the right role-based access and wider security implications is a critical component in selecting a remote access solution, which is all too often overlooked when striving to deliver a great service to the business and can lead to potentially dangerous cybersecurity shortcuts.

Recent research from Bomgar found that poor security practices surrounding these administrator, or ‘privileged’ accounts, has led to admin passwords being shared with colleagues by 46% of employees, whilst 69% admitted to staying logged onto systems for ease of access. With these improvised “solutions”, organisations no longer have control over their privileged accounts, and have a lack visibility of who is using them and for what purpose. This makes it very easy for privileged credentials to be compromised whether maliciously or unintentionally.

Passwords vaults 
To better protect and govern access to these powerful credentials, enterprise password vaults play a significant role. Vaults not only increase the protection of privileged accounts by storing them securely and centrally but can also be integrated into organisation’s security policies by enforcing password rotation, age, role-based access workflows and more. 

Greater security is an ambition of most organisations but continues to be a balance: How can helpdesks ensure that these increased security measures don’t impact the service to the business? Utilising functionality that allows for the seamless injection of admin credentials into privileged systems eliminates the risk of passwords being written down and compromised. This ‘one-click’ credential injection can also enhance helpdesk productivity by removing the need for agents to have to find a password and check them in and out of password vaults.

William Culbert is director of solutions engineering for Bomgar.  Follow Bomgar on Twitter: @Bomgar

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James West

James West

Editor, SITS Insight

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