For years, the proliferation and variability of mobile devices in the workplace have been increasing the workload on IT support departments, while also giving IT teams opportunities to be more productive. While mobile devices provide convenience and flexibility for users and employees, they also introduce new security gaps and risks to organizations. Gain insight on how mobile devices have changed the IT support landscape, and ways to address the security challenges while increasing productivity.

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It’s A Mad, Mad
Mobile World –
Support It Securely!
Donald Hasson l November 16, 2017

2. • Mobile Support Landscape
• Security Challenges & Risks
• Tools & Solutions
• Customer Case Studies
• Demo
• Q&A
Agenda

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Mobile devices are
literally everywhere…

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How can I support
end users with
mobile devices?

5. How can I enable my
help desk reps to do
their jobs with mobile
devices?
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How can I make sure
it’s secure?

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• Predominantly break/fix
• Reps in a call center using a
desktop or laptop computer to
provide support using a thick
client
• Low focus on security
Traditional Support

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• Security is gaining momentum
• Reps can provide support away
from a physical office, and using
a mobile device with a support
app or browser based support
• 24/7 support
• Expanded end user mobile
support with new iOS screen
sharing for iOS 11
Support Today

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• Embedded & Customized App
Support
• Field Support
• Remote Camera Sharing for off
network devices and equipment
Taking it to the next level

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Embedded App Support
• Add a “Get Support” feature
right in your app
• Seamlessly initiates a
support session

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• Field employees with Internet
connected devices
• Examples: Utilities,
transportation
Field Support

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Remote Camera Sharing
• Support truly anything, even off
network equipment or devices
• See what the user sees

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Remote Camera Sharing
• Support truly anything, even off
network equipment or devices
• See what the user sees

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• Branded support experience
• Recordings
• Audit Trail
• Trust
• Consent for support
And Keep It All Secure, And Accountable

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SUPPORT & SERVICE
people and devices
ACCESS & PROTECT
remote systems and
infrastructure
SECURE & DEFEND
credentials and passwords
SECURE ACCESS SOLUTIONS

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DEMO

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• Teamwork Retail Case Study
• Stribling Equipment Case Study
• Bomgar Insight
• Apple iOS Support
• Android Support
• Embedded Remote App Support
• Support Drivers on the Road with Bomgar
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Additional Resources

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QUESTIONS?