THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services
Bomgar @ UGA
Bomgar Contact:
Presenter:
Marcus Henderson
Rachel Moorehead
Office: 706-542-2487
Cell: 706-424-2204
EITS Client Services
Email : marcush@uga.edu
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:
Technician Initiated:
IM & Granular Security:
Leaves No Footprint:
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services
Technician Console
Tab Based Viewing
Tech Initiated
Personal Queue
Available Jump Clients (Unattended Access)
Queue Management
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services
Technician Experience
Multiple Views
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 : marcush@uga.edu
Website: http://www.eits.uga.edu