From: Tony tonylom3@gmail.com
Sent: Wednesday, February 15, 2012 9:55 AM
To: Dan Elswit; Chuck Boeheim; Jim Haustein
Cc: Anthony J. Lombardo
Subject: 02/15/2012 Bomgar provisioning meeting
02/15/2012 Bomgar provisioning meeting
Dan, Chuck, Tony (Jim could not attend)
Let Jim Honness know that 716 is not a conference room. We were able to snag 708.
Chuck mentioned that he had been working on the provisioning process steps yesterday.
Dan noted that we'd like to get the basics to the documentation people by te end of next week.
Chuck has some pages completed on setting up groups, teams and policies. And the agent install out on Confluence.
https://confluence.cornell.edu/display/SYSSVCS/Bomgar?showChildren=true#children
- Messaging Group is responsible for installing maintaining, provisioning Bomgar. Providing the service.
- Dan is the remote provisioning owner
- Dan also for the time being is the owner of the Bomgar product
- Dan noted that eventually the support group may be doing the provisioning
Chuck mentioned creating a page on all the general setup decisions that were made. If we ever needed to set it up again we would know what was done. Dan mentioned maybe doing that in the test system as part of an exercise.
We currently have 110 users, so we have some idea of the types or processes that we are already doing. Dan felt he could probably take what is in the current docs and create the documents for the technical folks if he had the time . Chuck noted that a lot of the technical documentation is already available from Bomgar. You'd just have to mention which area to skip over.
Document what is specific to the things we want people to adopt - best practices.
Dan was thinking that maybe we could not worry about the FAQ and use what is available from Bomgar. Here is the product, here is how we have set it up here and here is how we interact with users here.
So, if we can add the general setup decisions to the documentation Chuck has started on Confluence we may be able to pull the rest from Bomgar documentation.
We reviewed Jim's swim lane diagram.
After steps 106/108
go to assist.cit.cornell.edu
- enter the session key
- you are going to be offered to download something
- could be browser dependencies, prompt to accept download ,etc.
- conversation that takes place to walk the user through the process
Dan made some initial changes to the Visio diagram.
Chuck noted that Dan may want to give some thought on how to set ip CITs access. Right now there is only Support and Backline. Wondering why the AD people aren't in there? Dan thought Keshev might be in there. What should the logical breakdown of the teams be?
One team called "CIT backline" maybe multiple groups that could boil up to one team? The applications group also had an interest in Bomgar as well. Dan wondered all requests wouldn't go through the Help Desk. Could take a look at the current org chart to get some idea.
Chuck is going to work on the "initial setup" decisions document for Confluence. I will work with Dan on the priorities Jim and I discussed. I can work on the drafts for Dan and iterate through updating them for him.