Wednesday, February 28, 2018

Remote Support through Bomgar

We live in a Bring-Your-Own-Device (BYOD) technology culture. Providing technology support to faculty, staff, and students, both on and off campus, is the new norm. Campus boundaries have expanded with the growth of online learning, remote campus sites, and international programs. Keeping technology accessible 24/7 has become more critical as books, lessons, schedules, and grades move online.
Historically, the support required was limited to labs filled with identical hardware, and faculty/staff offices stocked with a finite set of hardware options. These devices were supported through various means, such as Apple Remote Desktop (ARD), Microsoft Remote Assistance, Microsoft Remote Desktop Protocol (RDP), etc. More recently, campus devices have been supported through Microsoft Systems Center Configuration Manager (SCCM), JAMF Casper, as well as the screen-sharing feature of Microsoft Lync. While these tools have been effective in their specific uses, the need for multiple tools for accessing multiple platforms has complicated our support processes and procedures, and has been to the exclusion of many popular mobile platforms.

Support for BYOD has become the expectation in our world, consequently adding a seemingly infinite array of devices, across multiple platforms, to be supported by IT personnel. Current and future generations of technology users expect to use their personal laptops, smartphones, and tablets for educational purposes. Many of these devices to date have required a hands-on approach to support, as no remote tools have been available to IT professionals. This has required that individuals calling in for support make special effort to meet with an IT professional face-to-face. This requirement in turn increases the time between a support ticket’s opening and its closing after resolution of the issue.
If a single, platform-independent remote tool were available to IT professionals so that they could view individuals’ devices in real-time at the first report of an incident, while maintaining the highest levels of security, ITS as a whole could experience:
  • increases in staff productivity
  • improvement of first call resolution
  • reduction of incident handling
  • improvement in customer satisfaction
These benefits speak for themselves.
Enter Bomgar.

What is Bomgar?

Bomgar is an appliance-based remote support solution that allows IT professionals to remotely access and fix nearly any system or device, anywhere, while keeping sensitive data and system access behind the institution’s own firewall. A solution such as this has several key benefits in the following areas:
  • Efficiency – IT professionals can remotely access and resolve issues with nearly any computing device, from laptop to server to smartphone, whether on campus or on the other side of the world
  • Multi-platform flexibility – service desk agents can provide support to Linux, Mac, and Windows systems, as well as Android, Blackberry, iOS, and Windows Mobile devices, enabling BYOD.
  • Mobility – IT representatives can provide support from their own iPad, iPhone, and Android devices—enabling them to be productive even when away from the help desk.
  • Security – session access and data never passes through a third-party server, ensuring sensitive data and student records stay safe and the institution remains compliant with data security policies.
More than 8,500 organizations across 65 countries have chosen Bomgar for secure, mobile remote support, including more than 500 colleges and universities. Bomgar customers include:

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