Sept. 11 Memorial & Museum Taps Bomgar For Secure Remote Systems

‘Embassy’ system’s video recording feature cited
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The National September 11 Memorial & Museum is using Bomgar—a provider of remote support solutions—systems to support numerous computing systems such as visitor management, free ticketing, accounting, point of sale and video recording.
The Memorial, which had nearly six million visitors since opening in September 2011, is located at the World Trade Center site, and considering the numerous business systems required for the eight-acre Memorial to operate, its IT staff needed a secure remote support solution that enables them to immediately access and fix a system should an issue occur.
“Our ability to manage the number of visitors each day requires 100 percent uptime, and it became increasingly important to have a tool that was easy to use, efficient and obviously rock solid from a security perspective,” said Sean Anderson, chief technology officer of the 9/11 Memorial. “It was also necessary to be able to remotely access our systems from anywhere at any time, while ensuring security. Bomgar provides these solutions and more.”
Along with the multiple business systems in operation each day, the Memorial has numerous vendors that need access to their business systems around the clock. Bomgar’s Embassy feature ensures the Memorial’s IT team has a record of which vendors have accessed their systems and when, Bomgar says. With Embassy, the team can establish accounts for each vendor and manage the settings and permissions to control access to that particular vendor’s system.
“We wanted to ensure vendors would have access to the systems without a lot of difficulty,” said Stephen Hey, manager of technology infrastructure & security for the 9/11 Memorial. “But at the same time, we wanted the ability to control and monitor the access. Bomgar’s Embassy feature allows us to do that.”
In addition, Bomgar’s recording feature adds an extra layer of security, Hey said. The feature enables users to play back a video of the remote support session and see every click and keystroke.
“We also use the recording feature as a learning tool,” Hey added. “Our technicians can play back the video from vendor sessions to learn how to make changes to our business systems themselves.”