Computer Functionality:
· IRT Technician uses SAML Credentials to launch the application and provide the session key to the customer
· Customer would navigate to Bomgar department website and the technician would provide a session key to launch the session
· Some tools a technician may find useful is the following:
o File Transfer, Command Shell, Obtain System Information, Screen Sharing, Registry Access
o Add IRT Button to Customer’s Desktop, Transfer to Another Analyst
o Pin computer to allow the JUMP functionality
Mobile devices (IOS and Android) Functionality:
· Some tools an IRT Technician may find useful is the following:
o Camera, Chat, Website
Note: The application may be delayed based on providers service
Chat
· A feature that Bomgar Admin able to turn on and technicians start a remote session directly from a chat session
Bomgar Licensing Cost
· Estimate of $1860.00 per Bomgar Technician License + $400.00 Yearly Maintenance Fee Per License Purchased + $200.00 eLearning Training Certification Course per Technician
Note: You would only need to purchase x amount of licenses for the amount of technicians that would be signed in at one time.
Example: You can have only 12 licenses for 20 analysts as only 12 people would be signed in at one given time.
In the Future: Integrate Bomgar button within ServiceNow
Some useful features:
· A technician would be able to click on Bomgar button within ServiceNow and a video of the session will be saved to ServiceNow ticket allowing for future reference on what steps were taken to resolve the issue.
The functionality of remoting from mobile device into computer and running on Linux is available, however, our team haven’t utilized it.
