Service Owner: Andrea Beesing 9 February 2016 Remote Assistance (Bomgar) Service Owner: Andrea Beesing 9 February 2016

Agenda Introductions Service Description Value Proposition Metrics Cost Security More information Q&A

Introductions Service owner: Andrea Beesing Service manager: Eric Nobel Other service delivery team members: Pete Skura

Service Description Service name: Remote Assistance Product(s): Bomgar It allows a Cornell technical support provider (TSP) to access an end-user’s computer to resolve a problem without the need for an on-site visit. Available to: Staff in IT support roles Fee to end user? No Service tier: One

Value Proposition Enterprise quality solution with 100% uptime Extremely low cost Delegated model for administration by units Multi-platform support

Value Proposition : Customer Reduces time required to resolve many incidents User maintains control over the session User can easily demonstrate problem at hand

Value Proposition : Key Benefits More efficient and cost-effective end user support in reduced travel time to customer location Improved ability to support remote users

Metrics – FY16 Q2 Remote assist sessions: 25,612 Availability: 100% (no unplanned outages) Changes: 1 Effort: 22 hours Incidents: 2

Metrics: Colors = Units

Cost Total annual cost = $44,457.00 $.61 per session (72,288 sessions in FY15) No cost to departments – common good

Security What risks does use of the service mitigate? Reduces risk of password sharing Risk of unauthorized activity through session reporting capabilities for IT managers How does the service mitigate risks? Housed in CIT data center Granular access control using AD groups Vendor conducts vulnerability scanning with external security company to ensure compliance with security, auditing and policy standards

More information Service web page: http://www.it.cornell.edu/services/bomgar/ Service level expectations: http://www.it.cornell.edu/services/sle.cfm?doc=44 Service catalog entry: http://www.it.cornell.edu/services/sle.cfm?doc=44 Service quarterly report: http://cio.cornell.edu/resources/it-reports-documents-and-presentations/itcornell-quarterly-metrics/remote-assistance

Questions?