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

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Outdated TeamViewer version

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

4. 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)

5. 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

6. 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

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

8. 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

9. 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

10. 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!!!

11. 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)

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

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

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

15. A Collaborative Stanford Group Support Effort!

16. Bomgar Remote Support Tool Demo
Live Demo
Questions/Followup:
Andrew Blaner