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

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

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

4. 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

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

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

7. 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

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

9. Metrics: Colors = Units

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

11. 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

12. More information
Service web page:
Service level expectations:
Service catalog entry:
Service quarterly report:

13. Questions?