Today enterprises are enabling remote/hybrid work and learning environments to remain agile. With the right technology vendor, technologies required for hybrid learning and right tools, businesses can get the desired results. “Robust IT support tools not only help in maintaining the functionality and security of the devices but also ensure that students and educators can seamlessly connect to online platforms, making remote learning more efficient and scalable across the country,” says Madhusudan Krishnapuram, VP Engineering and Managing Director, GoTo – India. He, in an interaction with Enterprise Times, talks about how CIOs and security leaders should implement robust security measures to secure remote or hybrid learning networks,
Enterprise Times: How would you define the remote learning environment in India?
Madhusudan Krishnapuram: The remote learning environment in India has undergone a profound transformation as technology has made it possible to connect students on-campus or online with educators, enabling seamless learning in a remote or hybrid environment. This growth is also driven by government policies aimed at integrating digital technologies into education. The National Education Policy 2020, along with initiatives like Pradhan Mantri Schools for Skill Development and Atal Tinkering Labs, are keen on promoting the use of technology to enhance educational access and quality. According to the report released this year by India’s Ministry of Education, 43.3 million students enrolled in higher education in 2021-2022.
With the widespread availability and penetration of mobile devices among the youth population, we see online classes and lectures being increasingly conducted via smartphones and tablets. This shift has made education more accessible, especially in rural and remote regions where traditional infrastructure is limited. However, to ensure the effectiveness of remote learning, robust IT support, including mobile device management, is crucial. Robust IT support tools not only help in maintaining the functionality and security of the devices but also ensure that students and educators can seamlessly connect to online platforms, making remote learning more efficient and scalable across the country.
Enterprise Times: What is the potential of IT remote support in bridging the digital divide and making education accessible?
Madhusudan Krishnapuram: The digital divide goes beyond access to devices and internet connections, it involves the ability to effectively use and benefit from new technologies. As online learning platforms become the norm, they cater to the unique needs of educators and students by facilitating virtual classrooms, assignment management, and seamless communication among peers. However, the effectiveness of these tools hinges on the availability of robust remote IT support, so both students and educators can navigate and utilise online platforms without disruption.
Remote IT support tools are crucial in addressing several key challenges within the education system. For instance, the high volume and unpredictability of support requests can be managed efficiently through centralised help desks that prioritise and resolve issues swiftly, minimising downtime. Moreover, remote IT support management can balance the diverse needs of various user groups, including online students, on-campus faculty, and remote staff, by providing tailored support that addresses their specific technological challenges. In addition, remote IT support can enhance the seamless operation of online learning applications by ensuring effective mobile device management, as mobiles are now the primary medium for accessing education, is properly managed and maintained. This improves the overall learning experience and ensures that education remains accessible and uninterrupted, regardless of location or IT literacy.
Enterprise Times: According to you, how secure are these remote/ hybrid learning networks? How best can a CIO/CISO ensure seamless security of remote learning or hybrid learning environments?
Madhusudan Krishnapuram: Securing remote or hybrid learning networks is not just about preventing breaches, but also about integrating security at every level of IT operations to ensure seamless and safe access to educational resources. As educational institutions increasingly depend on applications to manage and maintain their digital infrastructure, it’s critical that these tools are built with a security-first approach. This also includes remote IT support tools. CIOs and CISOs must prioritise remote IT support solutions that are inherently secure, ensuring that the management and troubleshooting of educational networks do not become entry points for cyber threats. For smaller educational networks, implementing Zero Trust Network Architecture (ZTNA) is essential. For larger institutions with more complex networks, security protocols such as banking-grade encryption, endpoint protection, regular security audits, automated patch management, and robust incident response plans are vital components to protect data across various platforms and devices.
Enterprise Times: What role does GoTo play in securing these networks?
Madhusudan Krishnapuram: At GoTo, we emphasise tech fitness, equipping organisations with resilient, secure IT support tools using our flagship products, GoTo Resolve and LogMeIn Rescue. These solutions prioritise security with features such as secure remote access, multi-factor authentication (MFA), and single sign-on (SSO).
We go beyond basic protection by adhering to rigorous data protection standards, including GDPR, HIPAA, and SOC 2 Type 2, ensuring that sensitive information remains safeguarded at all times. Our comprehensive approach to security covers every aspect of IT management, from secure account setup and identity management to endpoint and mobile device management. To further enhance protection, our recently launched AI-powered scam detection in GoTo Resolve monitors mobile support sessions in real-time, alerting users to suspicious activity.
Enterprise Times: How does your solution enhance IT support between in-office and remote team members?
Madhusudan Krishnapuram: We innovate based on customer demands and emerging technologies, ensuring our solutions meet the needs of both in-office and remote team members within an organisation. For instance, we aim to improve IT support for both in-office and remote team members by leveraging AI to bridge the gap between different work environments with respect to geography and devices. GoTo Resolve platform uses AI to automate IT workflows like automating device diagnostics, managing devices, enabling voice commands, and AI-generated troubleshooting tips, making IT support more efficient and responsive. Additionally, LogMeIn Rescue incorporates AI-driven features like screen translation, facilitating seamless support across various geographies and ensuring that all team members, regardless of location, have equitable access to IT resources and assistance. The user-friendly interface of GoTo solutions ensures that both IT professionals and end-users can navigate the tools easily, reducing the learning curve and improving overall workplace efficiency.
