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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:           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
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:
iPhone Remote Support:


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



                           Just
                        Announced
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 remote
   sessions to obtain knowledge.
 • Recorded sessions can be published
   online for training purposes.
Remote Demo 1:
Reporting


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


 • Quality Control:
   – Generates Customer surveys.
   – Session Recording for later evaluation.
Remote Demo 3
Questions

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Supporting your remote clients with bomgar

  • 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. 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. 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. 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. Why Bomgar? (continued) • Deciding Factors for CIDD/TEACCH: – HIPAA/Security – License Model. – The variety of devices/operating systems it supports. – Jump Client – Multi Sessions
  • 7. iPhone Remote Support: • iPhone Remote Support – Remotely configure email account & VPN – Device inventory Just Announced
  • 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.
  • 13. Reporting • Reports on: – Representative sessions – Team Sessions – By Date Range • Quality Control: – Generates Customer surveys. – Session Recording for later evaluation.

Notes de l'éditeur

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