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