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Bomgar @ UGA. Bomgar Contact: Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 E mail : marcush@uga.edu Web: http :// www.eits.uga.edu / Presenter: Rachel Moorehead EITS Client Services. What Is Bomgar?. Enterprise Remote Support Solution Appliance Based Secure:
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Bomgar @ UGA Bomgar Contact: Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edu Web: http://www.eits.uga.edu/ Presenter: Rachel Moorehead EITS Client 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
Customer Experience Web-Based Access: IM & Granular Security: Technician Initiated: Leaves No Footprint:
Technician Console Queue Management Tech Initiated Tab Based Viewing Personal Queue Available Jump Clients (Unattended Access)
Technician Experience Multiple Views Special Action Menus Queue Menus IM
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%
Mobile Experience Android: Secure Chat, FTP, Sys Info iOS: Configuration Profiles Full Screen Sharing and Support for Windows Mobile and Blackberry OS
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
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
Questions? Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edu Website: http://www.eits.uga.edu