----Original Message----
From: Tony
Sent: Monday, February 27, 2012 10:00 AM
To: Dan Elswit; Jim Haustein; Jff Truelsen
Cc: Anthony J. Lombardo
Subject: 02/27/2012 Review existing Bomgar documentation
02/27/2012 Review existing Bomgar documentation Jeff, Dan, Jim, Tony
What is Bomgar? Get Jeff up t0 speed.
One remote assistance solution. End User documentation, not many steps for the end user. Technical information will center around best practices. Use Bomgar documentation where possible.
Service desk usage of Bomgar. Other units that are already making use of Bomgar may have some other ways of using, Jump Client installs that is always available, etc.
Different communications and policies, and so forth. We started keeping track of some of the processes and documentation.
- - Send info to Jeff if he doesn't already have it.
https://confluence.cornell.edu/x/IQkxCg
Customer facing information, key points on the Bomgar portal page. Published to the C@C pages. Detailed process information would live on the process Confluence pages. Not sure where the cutoff is between the Help Desk and customer facing stuff. Jeff thought we could certainly give Ron the raw information, but once Jeff starts he wants his information to be the main source. That way we are using the latest, updated information. Jeff also mentioned that the knowledge base would essentially be pointers to the information.
Jim asked if we had a variety of use cases for Bomgar. Have we essentially the initial use case of getting the user up and going with remote assistance. Jim also mentioned getting some feedback on the initial process prior to rolling it out to a larger audience. Jim suggested using someone who had never seen the process, Bomgar.
Also discussed the greater communication for ITMC, the community, etc. We thought that would most likely be Teresa.
We then reviewed the swim lane process diagram.
Note that the intent is to have additional information either on the portal page or in the email that contains the link to download. (202 or 205).
Seems like there may be some additional use cases around transferring and sharing if we want to get into it at that level.
Jeff brought up the dialog, but Dan thought he might ask Ron Seccia if there is existing documentation on determining if a user has admin rights.
Change 401 and 402 to Team Queue or Technician. Change 403 to "was the transfer successful?"
Jim had asked about screen shots, we discussed linking to Bomgar screen shots to avoid an update/maintenance nightmare.
We noted that there is another scenario with the Jump client always being there, no interaction with the user. See Jump Client Info tab on the swim lane diagram. Note, in this mode technician can elevate themselves to admin without the user. End user may need admin rights to remove the Jump Client. It could either be"re-pinned" the next time. Or it could get pushed out again with the next push of patches.
Dan mentioned the three different rights controlled by AD for technicians. Jump not available, you can use the Jump Client but not install it yourself, you can install and use the Jump Client.
It is also possible to do a representative invite. For example, it's not a problem with the end user machine it's a web page - you can invite a web developer to look at the problem without them having to have Bomgar. Bomgar has some good information on this.
Jeff will need to review the existing documentation. We don't think there is anything out on C@C at the moment. We sort of see this as being a separation of documentation for end users and one for technicians. Will both sets exist out on C@C? Is there any harm in having someone/anyone coming across the technical information? Dan mentioned a third set of documentation should be for management. Policies, available decision making information, etc.
Would Jeff like to have Bomgar access as a technician so he could see what it looks like? He thought that would be helpful.
We can also give Jeff the link to the Confluence process information.
https://confluence.cornell.edu/x/KBExCg
Dan Process Owner, Ron Seccia is the Process Manager, there will be other Process Managers out in other Units, etc.
Looking at 3 weeks for rolling this out.
Had some discussion about how to use Bomgar with Remedy. Thought it would be good metrics to keep on how often Bomgar has been used to solve incidents.
Dan had spoken to Chuck B. about the metrics that Bomgar collects.
Need additional swim lane for the Jump Client (see info tab) Also an additional swim lane for screen sharing. Bomgar has some good docs on this.
Also, need to add Bomgar information links to main process documentation.
Schedule check in meetings starting next week. Jeff thought he'd have some drafts this week. I'll try and stick something on the calendar for next Tuesday. We'll see where we are at then and schedule more if needed.