Bomgar Review
Updated December 18, 2014

Bomgar Review

Paul Brown | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar

Bomgar is used by the IT Services department for supporting students and staff over a geographically dispersed university. It has allowed a small technical team the flexibility to support our users and each other and meet the ever-growing needs of the university. It also provides transparency and security as all sessions are recorded. Without this product our teams would not have been able to meet the demands of the University in a difficult time for the sector.
  • Ease of use for remoting into devices on and off the domain. It links in with RDP and vPro as well as allowing remote view and control sessions. This covers all the bases for our support needs.
  • Allows us to support Windows, Mac and remote devices all with one stable product. Training is available so that all our technicians are up to speed.
  • Vendors and embassies can be added, allowing access for suppliers and vendors to complete work with a reduced risk to the environment.
  • Some Servicedesk products can link into Bomgar, allowing even easier access to the service from a service desk product that the teams use constantly.
  • I have had very few problems with Bomgar, it is had to pick negatives. We have purchased two devices to make the service highly available - however the switch over is not seamless, as we need to alter DNS and manually bring the hot standby device up to take the work. This may be more our environment than the product to be fair!
  • Hugely improved efficiency, particularly 1st line support resolutions at the Service Desk.
  • Allows a small team to meet SLAs that might otherwise be next to impossible to achieve, by allowing multiple session and chat windows to run simultaneously.
  • Better service has been provided by allowing us to support users off site, even abroad - something we were previously unable to achieve.
I was not directly involved in selecting Bomgar over the other products we evaluated. However I understand that Bomgar was able to most closely meet our requirements - most notably in providing a flexible tool to support users on a variety of platforms and mobile devices over a geographically dispersed site. Also the transparency of knowing that the sessions are recorded gives peace of mind on both the side of the tech staff and users.
We rely on this product now and our users would notice a serious drop in our efficiency and response times following the removal of this service. We have also received excellent support and after sales service from Bomgar which you can never guarantee you will get with a different company, so even if an alternative product met all our criteria, there would be no incentive to change. One manager has been heard to say that losing this product would mean we would need to hire more staff just to maintain our current efficiency, and even then we would have no easy way of supporting our mobile users.
We specifically wanted a product that could allow us to support mobile devices and all platforms. Bomgar met this need admirably, provided training to be sure that we were getting every benefit from the system, and indeed introduced us to more features than we knew we needed.

Embassy access is very useful and the ability to call colleagues in other teams into support sessions has been imeasurably helpful. I think that this product is very well suited to the education sector, where a wide variety of devices and platforms need to be supported by small teams at a moment's notice