1. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Bomgar @ UGA Bomgar Contact: Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edumarcush@uga.edu Web: http://www.eits.uga.edu/ Presenter: Rachel Moorehead EITS Client Services

2. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services What Is Bomgar? Enterprise Remote Support Solution Appliance Based Secure: –On-site, Automated Audit Trail, Identity Management Integration, Third Party Tested by Symantec Multi-Platform: –Windows, Mac, Linux, SSH/Telnet, Unattended Servers and Desktops, Blackberry, Windows Mobile, Android, iOS Profiles

3. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Customer Experience Web-Based Access:IM & Granular Security: Leaves No Footprint: Technician Initiated:

4. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Technician Console Tab Based Viewing Tech Initiated Queue Management Personal Queue Available Jump Clients (Unattended Access)

5. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Technician Experience Multiple Views Special Action Menus Queue Menus IM

6. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Administrator Experience Customization of: Web Portal Scripts for Automation Surveys Reporting Features Logging Granularity Access Control Bomgar Customers: Increased 1st Call Resolution by 40-50% Reduced Incident Handling Time by 50-75% Reduced On-Site Visits by as Much as 90% Decreased Call Escalation by 10-30%

7. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Mobile Experience Android: Secure Chat, FTP, Sys Info iOS: Configuration Profiles Full Screen Sharing and Support for Windows Mobile and Blackberry OS

8. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Mobile Experience - iPad Initiate a remote support session and access unattended devices View and share screens remotely Collaborate in-session via chat Simultaneously work on multiple sessions Keep session data and recordings secure, always behind your firewall

9. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services What is Offered by EITS? Maintenance/Patch Management of the Bomgar appliance Basic Setup and Usage Training Licensing and Certificate Management Scalable Solution Upcoming Upgrade to Enterprise Licensing

10. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Questions? Marcus Henderson Office: 706-542-2487 Cell: 706-424-2204 Email : marcush@uga.edumarcush@uga.edu Website: http://www.eits.uga.edu