Support Technology - Anytime, Anywhere


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by Donald Hasson
Learn how to empower your support desk to be more agile in responding to the ever-growing demand of more platforms and more mobility from your users. Using a real-time, collaborative support model, you can provide world-class service while still reducing costs.

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  • BomgarBackgroundMarket leader remote support SW; support end-users from across the campus or across the oceanWe’ve added about 900 customers just since I gave another conference talk in Novemeber - 6500+ customers; We’re now up to ½ of 100 top univ, and within the ivy leagues schools, ½ are Bomgar customersStrong presence in higher ed. That’s why we love these conferences. we know higher ed: not only product, but services deployment with ticketing sys integration, KB, etc. Even migrations to chat which we’ll discuss briefly today.Not going to discuss Bomgar, grab myself or one of our sales team at the big orange booth
  • When a student at UF, part of my job was to support the computer labs.Largest was 200 computers; we built the image for all and they were all identicalWhen a student logged off, the machine was reset so it stayed identical.All Windows 2000, with identical HW, and identical SW loadedWell controlled and well understood by everyone who supported them
  • -Today’s campuses look very different, raising a number of challenges for IT support organizations- Can you guys give me some examples of your orgs student computer policy? Required laptops? Giving freshmen iPads? Etc.
  • Whereas the old computer lab had everyone physically on campus. If there was a problem, the student was right next to a number of resources to help them outStudents/faculty taking classes and doing research from mobile devices all over the worldThere are more extensions, branch campuses, etc.. IT is getting strainedThe devices are often the connection to the campus so supporting them more importantSupport reps aren’t always centrally located either
  • Similar to the problem of dispersed campuses, but with an interesting twistThe technology is the *only*connection to the campus.Students don’t care about the money spent on new buildingsThe lens they use to view your organization, how they perceive the institution, is through the technology.And IT support is typically on the front linesIf the students have a bad IT experience, they may take their education needs and go somewhere else
  • Remember how the old computer lab was basically a single device typeNow everyone is bringing their own devices (iPads in class, school system apps) which need supportAnd it’s not just phones and tablets, it’s laptops too- You probablyhave experts but they’re few and spread out – pockets of expertise
  • For a variety of reasons the old computer lab made this much easierThe new computer lab is expanding campus, outside firewall, in other countries, more potential interaction w/ private data;increases necessary focus on securityYou’re being asked to comply with things like the Family Educational Rights and Privacy Act - Keeping students' education records safeYou need to use technology that allows you to be flexible (to address the previous issues) while at the same time maintaining the highest level of security
  • This makes IT support really hardYou have less budget/resourcesYou can’t have IT stationed at every extensionYou have platform experts, but not enough for full coverage
  • Talk about restrictive policies that IT is forced to put in place b/c the experts aren’t always availableIf you want to make about ½ your constituents mad, put this sign on your doorIt may not be Apple anymore, butWe can’t support your mobile phoneWe can’t support your Android tabletWe can help w/ email, but apps recommended by specific depts must be supported by that deptBut that dept can’t help eitherThis isn’t what you want to doYou want to be a part of giving your students the best possible learning experience – technology has now become core to thatBut you’re stuck with the same resources and you have to make choiceTo continue doing your job and to protect your organization by setting realistic expectations
  • We discussed it before, support can be just as mobile as the customers they’re supportingYou no longer deal w/ problems of network restrictions and It almost doesn’t matter what platform the rep is on or what they’re supportingFollow the sun (reps in different time zones)
  • You have people, even experts. They’re just spread out. And you can’t get the coverage you really need.Gain efficiencies by virtually pooling support talent/expertise togetherEven on campus, it’s easier to get students to work different times when they can work from anywhereAnd with this model you can train specialists. Because you don’t have the resources to train everyone on everythingReduce redundancies
  • CollaborationMore collaborative support modelBreak asynchronous ticket chain - Tier 1 get ticket, can't fix, send to Tier 2, they fix when/if they canCollaborative model, teams swarm an issue leveraging expertise, learning from each other, solve a problem fasterAll the while, a single point of contact for the customer, a concierge if you will
  • Front line rep becomes a support conciergeTake initial call, try to fix, if not, they pull the necessary resources in real-timeThere may be 2 reps working the issue, but cust not getting passes aroundYou may be thinking expensive, but the concierge analogy is less about luxury and more about effectiveness. With the right tools, one concierge can effectively manage multiple issues, providing a good cust experience with efficiency
  • Learning Management System vendorScreen-sharing collaborationMake collaboration easier w/ screen sharing technologyTier 1 invite other reps, all look at same machine/deviceLike passing device back and forth standing next to user3rd party vendorsMaybe tier 2 drops once 3rd party vendor is in sessionConcierge always there to manage
  • One additional benefit…Try to manage the influx with the phone system. won’t scale or make the best use of resources Less efficient support Phone is 1 to 1 – no matter how long the rep is waiting for a customer or end-system to do something, the rep is stuckChat 1 to manyReps can often handle multiple sessions – more effective use of same resourcesIf not familiar to chat model, it may seem difficult. But consider all of lost time waiting for download, installs, or reboots; Reps can just flip over to work another caseMake use of automated chat scripts even other automation toolsIncrease rep productivity by 50%You can’t clone yourself, but you can’t act like you have more people
  • ObjectivesNeeded a remote support solution that would work with multiple operating systemsWanted to collaborate to more easily resolve issues without relying heavily on the end-userResultsA significant decrease in the amount of issues being sent up to the 2nd tier support teams. More issues are being resolved at the first point of contactThe Vice-Chancellor of the University received support in China while traveling for a graduation ceremony for students studying abroad. York’s IT support has now expanded well beyond its managed PCs because of Bomgar.
  • ObjectivesOne of the UGA’s top priorities was having the ability to support a wide variety of devices since they don’t standardize on any single device. Security was an important consideration due to the University’s requirement to comply with the Family Educational Rights and Privacy Act, which ensures the security of sensitive student information dataResultsReduced resolution times have helped the university IT department build rapport with their client base with their ability to engage with them. Staff and students feel like they are receiving personalized support tailored to their needs.Using Bomgar they not only fix problems, but give the end-user a chance to see what the technician is doing for future reference should the problem arise again. Instead of doing a quick fix, support techs can teach users what went wrong and how to deal w/ the issue in the future. Bomgar’s physical appliance model was also a security feature important to UGA. They can host the appliance within their secure network on campus and easily integrate into the existing LDAP user authentication system
  • ObjectivesSupporting users on 3 campuses in Pennsylvania, plus international programs in Greece, Switzerland and the Czech Republic and online courses. ResultsCan easily connect to nearly any device.Even a number of older PCs that had older operating software. Bomgar performed seamlessly. (note that it’s not always the latest gadgets that cause supports the biggest headaches)Bomgar has also helped La Salle streamline its support operations and extend the productivity of its technicians. They were able to centralize their support team – reducing travel time and improving efficiency without adding resources
  • Support Technology - Anytime, Anywhere

    1. 1. Introduction••••
    2. 2. CHALLENGE: Dispersed Campuses••••
    3. 3. CHALLENGE: Online Learning
    4. 4. CHALLENGE: BYOD••
    5. 5. CHALLENGE: Security & Compliance • • •
    6. 6. What can you do?
    7. 7. ••••
    8. 8. Virtual CentralizationSupport reps can be anywhere on any device,supporting anyone, anywhere, on any system. • Virtually centralize resources into one support structure • Apply the right resources to the problem
    9. 9. Leverage Expertise
    10. 10. Collaborate
    11. 11. Support Desk Concierge
    12. 12. Collaboration
    13. 13. Chat = Efficiencies One-to-one One-to-many
    14. 14. CASE STUDY:Challenge: – –Results: – – – 21
    15. 15. CASE STUDY:Challenge: – –Results: – – – – 22
    16. 16. CASE STUDY:Challenge: –Results: – – – – 23
    17. 17. Summary • The “new computer lab” makes IT support more difficult, but also more critical • You need to change your support model to meet today’s demands of anywhere, anytime support • By leveraging remote support to implement Virtual Centralization and Collaboration 24
    18. 18. Bomgar Product StrategyAll other trademarks, logos, and copyrights are property of their respective owners