Supporting your Remote Clients with Bomgar

Presented by:

Peter Nowak

Manager of OIS Client Services

School of Medicine

Tom Gray

IT Manager

CIDD/TEACCH

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.

Various Methods to Initiate a session

Client Initiated:• Customizable Web

Portal• School of Medicine

Support Page• CIDD/TEACCHE

Support Page

• Bomgar Button• Click to Chat

Technician Initiated:• Email link• Session key• Jump Client

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

Why Bomgar? (continued)

• Deciding Factors for CIDD/TEACCH:– HIPAA/Security– License Model.– The variety of devices/operating systems

it supports.– Jump Client– Multi Sessions

Remote Demo 1:

Removing Viruses / Spyware

Demo

iPhone Remote Support:

• iPhone Remote Support– Remotely configure email account & VPN– Device inventory

Just Announced

iOS Remote Support:

Android Remote Support

Remote Demo 2

Jump Client Demo

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.

Remote Demo 1:

Bomgar Admin

Console

Reporting

• Reports on:– Representative sessions– Team Sessions– By Date Range

• Quality Control:– Generates Customer surveys.– Session Recording for later evaluation.

Remote Demo 3

Multiple Client

Examples

Questions

?