Implementing bomgar remote support tool in the school of medicine

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Presentation transcript:

Implementing bomgar remote support tool in the school of medicine Andrew Blaner IT Help Desk Manager Stanford School of Medicine

Previously used for remote support Connection issues, lack of reporting features/integration Outdated TeamViewer version

Bomgar Remote Support Tool Project Timeline August 2015: Research Bomgar as a potential replacement to TeamViewer

Bomgar Remote Support Tool Project Timeline September 2015: Bomgar Cloud Trial testing with SoM IRT Help Desk and Desktop Support November 2015: Bomgar Security and Privacy Review begins with ISO (Information Security Office)

Bomgar Remote Support Tool Project Timeline January 2016: Eval version of Bomgar virtual appliance setup by SoM IRT Data Center March 2016: Purchase request submitted April 2016: Privacy and Security Process Approved by ISO

Bomgar Remote Support Tool Project Timeline June 2016: Bomgar contract is officially signed! 1 Bomgar Virtual Appliance 20 Bomgar perpetual technician licenses (concurrent) Installation/Configuration Services 1 Bomgar System Administration Virtual course 20 Bomgar System Essentials online course licenses

Bomgar Remote Support Tool Project Timeline July 2016: IRT Techs begin Bomgar Essentials Online certification

Bomgar Remote Support Tool Project Timeline July 2016: default Bomgar Web Portal was redesigned by the IRT Web and New Media Services team Before After

Bomgar Remote Support Tool Project Timeline July 2016: Bomgar “IRT” Remote Support button created and sent to IRT imaging team for future deployment on newly imaged computers August 2016: Network Login restrictions configured in Bomgar admin. Admin/host logins restricted to specific Stanford network subnets. September 2016: SAML 2-step authentication configuration completed with IRT Help Desk, ITS Shibboleth team and Bomgar technical support using metadata file

Bomgar Remote Support Tool Project Timeline October 2016: Firewall rules completed by SoM IRT Data Security team to allow user access to the Bomgar Web portal from both inside and outside Stanford network. Bomgar Slack channel created Go Live!!!

Bomgar Remote Support Tool Project Timeline October/November 2016: Bomgar remote support stats Goal: >95% of all remote support sessions performed by IRT Help Desk team. (surpassed goal by 2nd month)

Bomgar Remote Support Tool Project Timeline November 2016: Sunset TeamViewer application Redirect remotesupport.stanford.edu to bomgar.stanford.edu

Bomgar Remote Support Tool Project Timeline 2017: Enable Bomgar Chat support

Bomgar Remote Support Tool Project Timeline 2017: Integrate Bomgar with ServiceNow

A Collaborative Stanford Group Support Effort!

Bomgar Remote Support Tool Demo Live Demo Questions/Followup: Andrew Blaner ablaner@stanford.edu