Making Mobile Manageable

Donald Hasson, Product Engineer, BOMGAR#unccause

BOMGAR• Leader in remote support solutions• 5,600+ customers worldwide• 44 of the top 100 U.S. Universities• 4 of the 8 Ivy League schools

44.6 million tablets

(4x 2010)

472 million smartphones

(+50% 2010)

1 billion by 2015

Pictures and graphics

Written word

Hands-on experience

Multiple learning methods:

30% of all higher education students in the U.S. take at least one online course.

By 2014, the number of students expected to be taking ALL of their classes online is 3.55 million.

+ +

Mobile Device Support

Changing IT Support

Where

What

When

What

© 2010 Bomgar Corporation | www.bomgar.com

Collaboration

Support Desk Concierge

Tier 2

End-user

Vendor

Tier 1

When

Your users don’t want to wait for support

Make Support More Real-Time

One-to-many

One-to-one

End-user Support Rep

Click here: www.abcsupport.com and click ‘accept’

to download the file I’m sending you.

“Type in w-w-w, dot, a, b as in boy, c, the

word “support,” all lower case...no all

one word...now what is your email

address so I can send you a file?”

Support is the lens

through which everything else in IT is judged.

Where

Support To and From Anywhere

• Remote support technologies

• Security outside the firewall

• Mobile support reps & IT staff

Mobile devices are changing the way we need to look at IT support

Support must move from facilitators to enablers

We need to adapt our support people, processes, and technology to provide more real-time, collaborative support