[37752] in Resnet-Forum
Re: Remote control software?
daemon@ATHENA.MIT.EDU (Adeel Siddiqui)
Wed Dec 12 18:36:45 2012
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Date: Wed, 12 Dec 2012 17:32:46 -0600
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Adeel Siddiqui <asiddiqui@usao.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <EC241569495CF547A4FC05C882C38F21F5B415918D@ALPHA.ad.stetson.edu>
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As of last year, we use Bomgar on our campus
<https://remotesupport.usao.edu/> .
It's very easy to use, and highly customizable. Can be used on a
per-incident basis for your end-users by having them download a small
installer from your remote support portal/website (see above for link to our
campus's remote support portal). Or you can install an indefinitely
permanent "jump" client on the remote computer for easy accessibility at a
later time. All sessions are encrypted with SSL, and can be transferred or
shared between your support technicians. The end-user can choose to initiate
the session as view-only or shared-control. Unless terminated by the
end-user or technician, sessions stay active even through restarts and
shutdowns of the remote computer (a huge timesaver when a necessary fix
requires a restart on the end-user's computer). And unless a jump client is
pinned to the remote computer, the installer automatically removes itself
after session is terminated. Also allows customer feedback, and internal
session-logging plus recording capability (useful for quality-control audits
by supervisors). There's also some nice extras such as remote file transfer,
command-shell capability, virtual pointer, and remote submission of events
by the technician to the remote computer. We've used it to provide remote
support to several states in the US, and as far as Nova Scotia, Canada
without any issues even on the poorest of internet connections. You can buy
the Bomgar appliance hardware for running it in-line on your network, or you
can run it out-of-band by having Bomgar act as a conduit (i.e. they host the
service for you on their servers, without you needing to purchase the
hardware appliance); I personally prefer running it in-line (as we have it
on our campus) since it offers better control of the solution.
You will find that a lot (and possibly even all) of the above features and
abilities can be found in other remote support solutions as well. So as is
often the case, it might come down to the all mighty dollar and how much of
it you're willing to spend for your solution. That was probably the biggest
selling point for us. Bomgar had the best bang for the buck out of all the
enterprise-level commercial solutions I evaluated for the needs of our
campus.
As with anything, there are one or two (very) small nitpicks I have about it
that are just that: nitpicks. Feel free to contact me off-list if you'd like
more details.
Bottom line: Bomgar has proven to be an absolutely superb solution for
remote tech-support on our campus.
Regards,
Adeel Siddiqui
<http://usao.edu/staff/adeel-siddiqui> Network Administrator
Information, Research and Network Services
<http://www.usao.edu/> University of Science and Arts of Oklahoma
Chickasha, OK 73018
(405) 574-1319
<mailto:asiddiqui@usao.edu> asiddiqui@usao.edu
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or distribution of this e-mail is strictly prohibited. If you are not the
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transmission of this message.
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Don
Burrhus
Sent: Wednesday, December 12, 2012 8:06 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Remote control software?
We are looking for something like GoToMeeting, LogMeIn or TeamViewer to be
able to assist users remotely.
It needs to be cross-platform (Mac & Windows), easy for the end user to
use/allow the connection.
What do people use, like, or hate? (If you happen to be using LogMeIn,
which version do you use?)
-Don Burrhus
-Information Technology
-Stetson University
___________________________________________________ You are subscribed to
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http://LISTSERV.ND.EDU/archives/resnet-l.html
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link=3D"#0563C1" vlink=3D"#954F72"><div class=3DWordSection1><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>As of last year, we use =
</span><span style=3D'color:black'>Bomgar</span><span =
style=3D'color:#1F497D'> <a href=3D"https://remotesupport.usao.edu/">on =
our campus</a>. <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>It’s very easy to =
use, and highly customizable. Can be used on a per-incident basis for =
your end-users by having them download a small installer from your =
remote support portal/website <i>(see above for link to our =
campus’s remote support portal)</i>. </span><b><i><span =
style=3D'color:black'>Or</span></i></b><span style=3D'color:#1F497D'> =
you can install an indefinitely permanent “jump” client on =
the remote computer for easy accessibility at a later time. All sessions =
are encrypted with SSL, and can be transferred or shared between your =
support technicians. The end-user can choose to initiate the session as =
view-only <i>or</i> shared-control. Unless terminated by the end-user or =
technician, sessions stay active even through restarts and shutdowns of =
the remote computer (a <i><u>huge</u></i> timesaver when a necessary fix =
requires a restart on the end-user’s computer). And unless a jump =
client is pinned to the remote computer, the installer automatically =
removes itself after session is terminated. Also allows customer =
feedback, and internal session-logging plus recording capability (useful =
for quality-control audits by supervisors). There’s also some nice =
extras such as remote file transfer, command-shell capability, virtual =
pointer, and remote submission of events by the technician to the remote =
computer. We’ve used it to provide remote support to several =
states in the US, and as far as Nova Scotia, Canada without any issues =
even on the poorest of internet connections. You can buy the Bomgar =
appliance hardware for running it in-line on your network, or you can =
run it out-of-band by having Bomgar act as a conduit (i.e. they host the =
service for you on their servers, without you needing to purchase the =
hardware appliance); I personally prefer running it in-line (as we have =
it on our campus) since it offers better control of the =
solution.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>You will find that a lot =
(and possibly even all) of the above features and abilities can be found =
in other remote support solutions as well. So as is often the case, it =
might come down to the all mighty dollar and how much of it you’re =
willing to spend for your solution. That was probably the biggest =
selling point for us. Bomgar had the best bang for the buck out of all =
the enterprise-level commercial solutions I evaluated for the needs of =
our campus.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>As with anything, there =
are one or two (very) small nitpicks I have about it that are just that: =
nitpicks. Feel free to contact me off-list if you’d like more =
details.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><u><span style=3D'color:#1F497D'>Bottom =
line</span></u><span style=3D'color:#1F497D'>: Bomgar has proven to be =
an absolutely superb solution for remote tech-support on our campus. =
<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'>Regards,<i><br>Adeel =
Siddiqui</i></span><b><i><span =
style=3D'font-size:14.0pt;color:black'><br></span></i></b><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br></span><i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
<a href=3D"http://usao.edu/staff/adeel-siddiqui"><span =
style=3D'color:blue'>Network =
Administrator</span></a><br></span></i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
Information, Research and Network Services<br><b><a =
href=3D"http://www.usao.edu/"><span =
style=3D'color:blue'>University of Science and Arts of =
Oklahoma</span></a></b><br>Chickasha, OK 73018</span><span =
style=3D'font-size:8.0pt;color:#1F497D'> </span><span =
style=3D'font-size:8.0pt;color:#1F497D'><br></span><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
(405) 574-1319<br></span><u><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:black'><a=
href=3D"mailto:asiddiqui@usao.edu"><span =
style=3D'color:blue'>asiddiqui@usao.edu</span></a></span></u><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
> <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;font-family:"Times New =
Roman","serif";color:#1F497D'><o:p> </o:p></span></p><div =
class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><span =
style=3D'font-size:12.0pt;font-family:"Times New =
Roman","serif";color:#1F497D'><hr size=3D2 width=3D"100%" =
align=3Dcenter></span></div><p class=3DMsoNormal><span =
style=3D'font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>Thi=
s e-mail (including any attachments) is for the sole use of the intended =
recipient(s) and may contain information that is confidential and/or =
protected by legal privilege. Any unauthorized review, use, copy, =
disclosure or distribution of this e-mail is strictly prohibited. If you =
are not the intended recipient, please notify the appropriate party at =
USAO, and immediately destroy all copies of this e-mail. USAO does not =
accept any liability for breach of security, error or virus that may =
result from the transmission of this message.<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><div><div =
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in'><p class=3DMsoNormal><b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span>=
</b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> =
Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of </b>Don =
Burrhus<br><b>Sent:</b> Wednesday, December 12, 2012 8:06 =
AM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Remote =
control software?<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>We are =
looking for something like GoToMeeting, LogMeIn or TeamViewer to be able =
to assist users remotely. <o:p></o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>It needs to =
be cross-platform (Mac & Windows), easy for the end user to =
use/allow the connection.<o:p></o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>What do =
people use, like, or hate? (If you happen to be using =
LogMeIn, which version do you use?)<o:p></o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>-Don =
Burrhus<o:p></o:p></p><p class=3DMsoNormal>-Information =
Technology<o:p></o:p></p><p class=3DMsoNormal>-Stetson =
University<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;font-family:"Times New =
Roman","serif"'>___________________________________________________ You =
are subscribed to the ResNet-L mailing list. <o:p></o:p></span></p><p>To =
subscribe, unsubscribe or search the archives, go to <a =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" =
target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a> =
___________________________________________________ =
<o:p></o:p></p></div></body></html>=
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You are subscribed to the ResNet-L mailing list.
<p>
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