Supporting your Remote Clients with             Bomgar              Presented by:              Peter Nowak      Manager of...
What makes Bomgar different?  • Hardware based on-sight appliance  • Technician license vs. Client license.  • Supports Mo...
Various Methods to Initiate a session Client Initiated:           Technician Initiated:    • Customizable Web         • Em...
Why Bomgar?    • Deciding Factors for OIS:      – Remote reboot in safe mode with        networking.      – Remote reboot ...
Why Bomgar?   (continued)    • Deciding Factors for CIDD/TEACCH:      – HIPAA/Security      – License Model.      – The va...
Remote Demo 1:
iPhone Remote Support: • iPhone Remote Support   – Remotely configure email account & VPN   – Device inventory            ...
iOS Remote Support:
Android Remote Support
Remote Demo 2
Training Uses • Technicians demonstrate to the user   remotely how to perform a task • Other Technicians can observe remot...
Remote Demo 1:
Reporting • Reports on:   – Representative sessions   – Team Sessions   – By Date Range • Quality Control:   – Generates C...
Remote Demo 3
Questions
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Supporting your remote clients with bomgar

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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.

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  • Setup Notes:Open CIDD Support Site, OIS Support SiteDownload ReportSetup Projector,
  • Show the 2 support sites:
  • Client Initiated thru support.med.unc.eduKickoff a Virus ScanShow the menu option for Reboot/ Safe Mode w/ Networking, or Cached Credentials.
  • Machine has multiple monitorsWorks behind firewallsAutomatic reconnect (Server DHCP Example)Show System Information page
  • Client Initiated thru support.med.unc.eduKickoff a Virus ScanShow the menu option for Reboot/ Safe Mode w/ Networking, or Cached Credentials.
  • Machine has multiple monitorsWorks behind firewallsAutomatic reconnect (Server DHCP Example)Show System Information page
  • Supporting your remote clients with bomgar

    1. 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. 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. 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. 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. 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
    6. 6. Remote Demo 1:
    7. 7. iPhone Remote Support: • iPhone Remote Support – Remotely configure email account & VPN – Device inventory Just Announced
    8. 8. iOS Remote Support:
    9. 9. Android Remote Support
    10. 10. Remote Demo 2
    11. 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.
    12. 12. Remote Demo 1:
    13. 13. Reporting • Reports on: – Representative sessions – Team Sessions – By Date Range • Quality Control: – Generates Customer surveys. – Session Recording for later evaluation.
    14. 14. Remote Demo 3
    15. 15. Questions
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