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Bomgar @ UGA

Bomgar @ UGA. Bomgar Contact: Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 E mail : marcush@uga.edu Web: http :// www.eits.uga.edu / Presenter: Rachel Moorehead EITS Client Services. What Is Bomgar?. Enterprise Remote Support Solution Appliance Based Secure:

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Bomgar @ UGA

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  1. Bomgar @ UGA Bomgar Contact: Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edu Web: http://www.eits.uga.edu/ Presenter: Rachel Moorehead EITS Client Services

  2. What Is Bomgar? • Enterprise Remote Support Solution • Appliance Based • Secure: • On-site, Automated Audit Trail, Identity Management Integration, Third Party Tested by Symantec • Multi-Platform: • Windows, Mac, Linux, SSH/Telnet, Unattended Servers and Desktops, Blackberry, Windows Mobile, Android, iOS Profiles

  3. Customer Experience Web-Based Access: IM & Granular Security: Technician Initiated: Leaves No Footprint:

  4. Technician Console Queue Management Tech Initiated Tab Based Viewing Personal Queue Available Jump Clients (Unattended Access)

  5. Technician Experience Multiple Views Special Action Menus Queue Menus IM

  6. Administrator Experience Customization of: • Web Portal • Scripts for Automation • Surveys • Reporting Features • Logging Granularity • Access Control • Bomgar Customers: • Increased 1st Call Resolution by 40-50% • Reduced Incident Handling Time by 50-75% • Reduced On-Site Visits by as Much as 90% • Decreased Call Escalation by 10-30%

  7. Mobile Experience Android: Secure Chat, FTP, Sys Info iOS: Configuration Profiles Full Screen Sharing and Support for Windows Mobile and Blackberry OS

  8. Mobile Experience - iPad • Initiate a remote support session and access unattended devices • View and share screens remotely • Collaborate in-session via chat • Simultaneously work on multiple sessions • Keep session data and recordings secure, always behind your firewall

  9. What is Offered by EITS? • Maintenance/Patch Management of the Bomgar appliance • Basic Setup and Usage Training • Licensing and Certificate Management • Scalable Solution • Upcoming Upgrade to Enterprise Licensing

  10. Questions? Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edu Website: http://www.eits.uga.edu

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