1. 1 MAIS Interactive Shadow Tool Lisa S. Callihan MAIS Help Desk Manager December 17, 2008

2. 2 Help Desk (HD) Shadowing Background ■ What is shadowing? Support tool Provides HD the ability to see user screen remotely Eliminates HD guess work and promotes accuracy Enhances communication between HD and caller ■ Introduced in January 2004 Positive feedback received from HD and PC users Average 600 sessions per month (20% of calls) Product drawback, unable to shadow Mac users

3. 3 New and Improved Shadow Tool ■ Product LogMeIn Rescue Addresses concerns raised Supports both Mac and PC Same functionality with better features –draw, point, URL push and file transfer Remains accessible from WA Gateway ■ Secure Encrypted using end-to-end, 256-bit SSL encryption for compliance with HIPAA, Sarbanes-Oxley and other federal and local legislation

4. 4 Activation ■ Four Steps from Gateway Click University Business Click MAIS Interactive Shadow Tool –MAIS Interactive Shadow Tool Activation Process and Form appears Enter PIN and click Connect to technician Click Run (PC) or Continue (Mac) when prompted to run.exe file ■ The HD Consultant can now view the system and pages the caller references

5. 5 Additional Information ■ Shadowing information and documentation posted ■ Contact: MAIS Help Desk 936-7000, maishelpdesk@umich.edu ■ Feedback: Lisa Callihan, lscalli@umich.edu