Transcript Attachment II - Information Technology Management Forum
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Bomgar @ UGA
Bomgar Contact: Marcus Henderson Office: 706-542-2487 Presenter: Rachel Moorehead Cell: 706-424-2204 Email : [email protected]
EITS Client Services Web: http://www.eits.uga.edu/
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
What Is Bomgar?
• Enterprise Remote Support Solution • Appliance Based • Secure: – On-site, Automated Audit Trail, Identity Management Integration, Third Party Tested by Symantec • Multi-Platform: – Windows, Mac, Linux, SSH/Telnet, Unattended Servers and Desktops, Blackberry, Windows Mobile, Android, iOS Profiles
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Customer Experience
Web-Based Access: IM & Granular Security: Technician Initiated: Leaves No Footprint:
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Technician Console
Queue Management Tab Based Viewing Tech Initiated Personal Queue Available Jump Clients (Unattended Access)
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services Multiple Views
Technician Experience
Special Action Menus Queue Menus IM
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Administrator Experience
• • • Customization of: • Web Portal • • Scripts for Automation Surveys Reporting Features Logging Granularity Access Control Bomgar Customers: • Increased 1st Call Resolution by 40-50% • Reduced Incident Handling Time by 50-75% • Reduced On-Site Visits by as Much as 90% • Decreased Call Escalation by 10-30%
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Mobile Experience
Android: Secure Chat, FTP, Sys Info iOS: Configuration Profiles Full Screen Sharing and Support for Windows Mobile and Blackberry OS
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Mobile Experience - iPad
• Initiate a remote support session and access unattended devices • View and share screens remotely • Collaborate in-session via chat • Simultaneously work on multiple sessions • Keep session data and recordings secure, always behind your firewall
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
What is Offered by EITS?
• Maintenance/Patch Management of the Bomgar appliance • Basic Setup and Usage Training • Licensing and Certificate Management • Scalable Solution • Upcoming Upgrade to Enterprise Licensing
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer Enterprise Information Technology Services
Questions?
Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : [email protected]
Website: http://www.eits.uga.edu