Mobile devices are proliferating rapidly, with over 1 billion smartphones expected by 2015. This brings challenges for IT support as users expect support anytime, anywhere on their mobile devices. To meet rising user expectations, IT support must adapt by enabling more real-time, collaborative support through remote support technologies that allow support representatives and users to connect from outside the traditional office firewall. Support also needs to transition from being facilitators to enablers in order to effectively support users on their mobile devices.

1. Making Mobile Manageable
Donald Hasson, Product Engineer, BOMGAR
#unccause

2. BOMGAR
• Leader in remote support solutions
• 5,600+ customers worldwide
• 44 of the top 100 U.S. Universities
• 4 of the 8 Ivy League schools

4. 44.6 million tablets
(4x 2010)
472 million smartphones
(+50% 2010)
1 billion by 2015

5. Multiple learning methods:
 Pictures and
graphics
 Written word
 Hands-on
experience

6. 30% of all higher education
students in the U.S. take at
least one online course.
By 2014, the number of students
expected to be taking ALL of their
classes online is 3.55 million.

7. + +

8. Mobile Device Support

9. Changing IT Support
What
When
Where

10. What

12. Collaboration
© 2010 Bomgar Corporation | www.bomgar.com

13. Support Desk Concierge

14. End-user
Vendor
Tier 1 Tier 2

15. When

19. Your users
don’t want
to wait for
support

20. Make Support More Real-Time

21. One-to-one
One-to-many

22. End-user Support Rep
Click here:
www.abcsupport.com
and click ‘accept’
to download the file
I’m sending you.
“Type in w-w-
w, dot, a, b as in
boy, c, the word
“support,” all lower
case...no all one
word...now what is your
email address so I can
send you a file?”

23. Support is the lens
through which everything else in IT is judged.

24. Where

25. Support To and From Anywhere
• Remote support
technologies
• Security outside
the firewall
• Mobile support
reps & IT staff

26.  Mobile devices are changing the way
we need to look at IT support
 Support must move from facilitators
to enablers
 We need to adapt our support
people, processes, and technology to
provide more real-
time, collaborative support