Remote support is one of the most cost effective ways to manage your incident management process. Learn what features within Bomgar led the School of Medicine’s Office of Information Systems, and the Carolina Institute for Developmental Disabilities to choose Bomgar as their remote support tool of choice. We will demo both typical and not-so-typical support sessions to give you an idea of the scope of the product which allows technician to remotely connect to Windows, Unix, Mac, Windows Mobile, Blackberry, and limited remote support for Android and iPhone devices.
1. Supporting your Remote Clients with
Bomgar
Presented by:
Peter Nowak
Manager of OIS Client Services
School of Medicine
Tom Gray
IT Manager
CIDD/TEACCH
2. What makes Bomgar different?
• Hardware based on-sight appliance
• Technician license vs. Client license.
• Supports Most platforms.
• Remotely reboot into safe mode with networking.
• Reboot with cached credentials.
3. Various Methods to Initiate a session
Client Initiated: Technician Initiated:
• Customizable Web • Email link
Portal • Session key
• School of Medicine
• Jump Client
Support Page
• CIDD/TEACCHE
Support Page
• Bomgar Button
• Click to Chat
4. Why Bomgar?
• Deciding Factors for OIS:
– Remote reboot in safe mode with
networking.
– Remote reboot with cached credentials.
– Remedy integration
– Session Recording
– Scripting
– Click to chat
5. Why Bomgar? (continued)
• Deciding Factors for CIDD/TEACCH:
– HIPAA/Security
– License Model.
– The variety of devices/operating systems
it supports.
– Jump Client
– Multi Sessions
11. Training Uses
• Technicians demonstrate to the user
remotely how to perform a task
• Other Technicians can observe remote
sessions to obtain knowledge.
• Recorded sessions can be published
online for training purposes.
13. Reporting
• Reports on:
– Representative sessions
– Team Sessions
– By Date Range
• Quality Control:
– Generates Customer surveys.
– Session Recording for later evaluation.
