[27251] in resnet
Re: Remote support software
daemon@ATHENA.MIT.EDU (Adeel Siddiqui)
Wed Feb 8 20:32:15 2012
MIME-version: 1.0
Content-type: multipart/alternative; boundary="Boundary_(ID_QJEqrVeR9GKr5tSgcuC4Yg)"
Content-language: en-us
Message-ID: <017401cce6ca$9f936100$deba2300$@edu>
Date: Wed, 8 Feb 2012 19:32:00 -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: <72CC62976509634280B321EFDB725F92888395BE@Mail2.CalBaptist.local>
This is a multi-part message in MIME format.
--Boundary_(ID_QJEqrVeR9GKr5tSgcuC4Yg)
Content-type: text/plain; CHARSET=US-ASCII
Content-transfer-encoding: 7BIT
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. 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. 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
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.
Feel free to contact me off-list if you'd like more details.
regards,
Adeel Siddiqui
Network Administrator <http://www.usao.edu/staff/adeel-siddiqui>
Information, Research and Network Services
University <http://www.usao.edu/> of Science and Arts of Oklahoma
asiddiqui@usao.edu
I love the smell of 1080p in the morning.
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Richard
Davis
Sent: Wednesday, February 08, 2012 5:56 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Remote support software
Is anyone out there using remote support software such as Bomgar,
TeamViewer, LogMeIn? How is it working for you?
Richard Davis
Lead Customer Support Technician
California Baptist University
___________________________________________________ You are subscribed to
the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to
http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--Boundary_(ID_QJEqrVeR9GKr5tSgcuC4Yg)
Content-type: text/html; CHARSET=US-ASCII
Content-transfer-encoding: quoted-printable
<html xmlns:v=3D"urn:schemas-microsoft-com:vml" =
xmlns:o=3D"urn:schemas-microsoft-com:office:office" =
xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" =
xmlns=3D"http://www.w3.org/TR/REC-html40"><head><meta =
http-equiv=3DContent-Type content=3D"text/html; =
charset=3Dus-ascii"><meta name=3DGenerator content=3D"Microsoft Word 12 =
(filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
span.EmailStyle17
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:windowtext;}
span.EmailStyle19
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext=3D"edit">
<o:idmap v:ext=3D"edit" data=3D"1" />
</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue =
vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>As of last year, we use =
Bomgar <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. 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 <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 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. =
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 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'>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><span style=3D'color:#1F497D'>regards,</span><span =
style=3D'font-size:10.0pt;color:#1F497D'><br></span><i><span =
style=3D'font-size:12.0pt;color:black'>Adeel =
Siddiqui</span></i><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://www.usao.edu/staff/adeel-siddiqui">Network =
Administrator</a></span></i><i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
<br></span></i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
Information, Research and Network Services<br><b><a =
href=3D"http://www.usao.edu/">University of Science and Arts of =
Oklahoma</a></b><br></span><u><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:black'><a=
=
href=3D"mailto:asiddiqui@usao.edu">asiddiqui@usao.edu</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'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><i><span style=3D'font-size:9.0pt;color:#1F497D'>I =
love the smell of 1080p in the morning.<o:p></o:p></span></i></p><p =
class=3DMsoNormal><i><span =
style=3D'font-size:9.0pt;color:#1F497D'><o:p> </o:p></span></i></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>Richard Davis<br><b>Sent:</b> Wednesday, February 08, 2012 5:56 =
PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Remote =
support software<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>Is anyone =
out there using remote support software such as Bomgar, TeamViewer, =
LogMeIn? How is it working for you?<o:p></o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>Richard =
Davis <o:p></o:p></p><p class=3DMsoNormal>Lead =
Customer Support Technician<o:p></o:p></p><p =
class=3DMsoNormal>California Baptist University<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">http://LISTSERV.ND=
.EDU/archives/resnet-l.html</a> =
___________________________________________________ =
<o:p></o:p></p></div></body></html>=
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--Boundary_(ID_QJEqrVeR9GKr5tSgcuC4Yg)--
