Remote support done right with Bomgar!
Updated April 08, 2015
Remote support done right with Bomgar!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Enterprise Licensing
Overall Satisfaction with Bomgar
Bomgar is used as the primary remote support solution for our entire IT team to support ~700 faculty and staff scattered across 20 buildings with some in regional offices. Prior to Bomgar, IT faced limited remote support capability, frequent on-site support visits, limited incident handling capacity, less than desirable incident handling time and IT support staff throughput. Other challenge: more BYOD, multi-platform, more devices, larger geographic areas to cover...all without the necessary headcount increase to IT support staff. Bomgar helps with keeping customer satisfaction rates high, increasing IT support staff capabilities and lowering user support costs.
- Broad platform support – IT support staff can use a variety of devices to securely connect to remote computers and devices. This also enables IT to consolidate multiple remote support tools into one (Bomgar), reducing complexity and saving on licensing costs.
- Extensive API support that allows us to integrate our home-grown service desk ticketing system with Bomgar, tying recorded sessions with service tickets for future reference and training.
- Powerful features like collaborative support, access sponsor, transfer and escalation, enabling higher tier support personnel to hop in when necessary to resolve issues or to provision service in first contact with user.
- A variety of Jump capabilities – attended and unattended with support for dynamic session policies.
- Bomgar is a rather mature remote support platform with little room for me to complain about. As a wish list item, I would like to see better remote support for iOS devices such as iPhone and iPad.
- Keeps customer satisfaction rates high
- Increases IT support staff capabilities; enables IT support staff to do more without increasing headcount
- Lowers overall user support costs
- Increases employee (staff/faculty) efficiency as they become productive sooner with shorter incident handling time
- NetSupport Manager,LogMeIn,TeamViewer,Apple Remote Desktop
Bomgar has broad platform support - IT support staff can use a variety of devices to securely connect to remote computers and devices. This also enables to us consolidate our multiple remote support tools into one (Bomgar), reducing complexity and saving on licensing costs. Extensive API support to enable us to leverage our existing service desk ticketing system. Better TOC with manageable OpEx.IT support personnel can collaborate to resolve more often in first contact with users. Fanatic Bomgar support team.
Using Bomgar
25 - 13 FTE IT staff along with a dozen part-time IT student workers.
2 - Bomgar is very intuitive. The two designated go-to in-house support for Bomgar is just more familiar with session policies.
- Ad hoc software/device driver installations/updates
- New application/resource demos
- How-to support sessions
- Record how-to sessions for on-demand viewing
- Integrated our home-grown service desk ticketing system with Bomgar, tying recorded sessions with service tickets for future reference and training
- To provide ad hoc support to users of Virtual Desktop Infrastructure
Evaluating Bomgar and Competitors
Yes - Bomgar replaced our use of NetSupport Manager. Bomgar is purpose-built for remote support with broad platform support. Its
Intelligence collaborative support with access sponsor streamlines our
support processes which involve multiple tiers of support personnel. Bomgar’s
dynamic session policies enable us to effectively, securely support both
unattended and attended computing devices.
Intelligence collaborative support with access sponsor streamlines our
support processes which involve multiple tiers of support personnel. Bomgar’s
dynamic session policies enable us to effectively, securely support both
unattended and attended computing devices.
- Price
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
Product usability is the single most important factor. Bomgar is a good fit for our heterogeneous computing
environment.
environment.
Bomgar Implementation
- Implemented in-house
Yes -
Phase 1: Implement the system with AD integration for identity management.
Phase 2: Configure session policies to support attended machines.
Phase 3; Configure session policies to support unattended machines
Phase 4: Leverage Bomgar API to integrate with our home-grown service desk ticketing system.
Change management was a small part of the implementation and was well-handled - Bomgar is introduced into the support environment as new capability; select members of the IT team were tasked to familiarize themselves with Bomgar and subsequently serve as trainers to other members.
- No technical issues per se but it took a little while to grasp the full scope/capabilities of Bomgar.
- Fully understand session policies and how to best to configure them to satisfy institutional needs.
Bomgar Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Bomgar support team was very helpful and patient to assist us with configuring Bomgar to satisfy our multiple tier support structure and session policies for unattended and attended machines.
Using Bomgar
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Collaborative support enables higher tier support personnel to hop in when needed to resolve issues or to provision service in first contact with user.
- Access sponsor to elevate session permission on-demand when needed
- Transfer and escalation to another support personnel when needed
- None with Bomgar Rep Console.
Yes - Solid performance and same ease of use as the console client program.