||This article appears to be written like an advertisement. (March 2013)|
|Type||Remote administration software, Remote desktop software, Remote support software|
Bomgar is a remote support solution that allows support technicians to remotely connect to end-user systems through firewalls from their computer or mobile device. Using the Bomgar Representative Console, technology support professionals can access and control systems and devices remotely, including personal computers, smartphones, tablets, servers, switches, point-of-sale systems and others. The Bomgar product focuses heavily on security, offering an appliance based solution - the Bomgar Box.
The company originated when Joel Bomgaars, then a student at Belhaven University in Jackson, Mississippi, developed his own remote support solution to cut back on wasted hours he spent travelling while working as a support professional for a local company. In June 2003, he set up a one page, static website selling his own, home-grown remote access solution, calling it ExpertVNC. Soon thereafter, his two college friends, Nathan McNeill and Patrick Norman, joined Bomgaars as co-founders.
In May 2004, ExpertVNC changed its name to NetworkStreaming and the next month changed its cloud-based product to an appliance model, differentiating itself from other similar remote support solutions. On February 15, 2007, NetworkStreaming underwent a significant brand change, and the company name, and Joel's professional surname, was changed to Bomgar – an iteration of Bomgaars.
How it Works
Bomgar is able to connect to remote systems by initiating the connection from the user's system to the Bomgar appliance on standard TCP ports 80, 443 and 8200s. Both the technician and the remote client are able to establish remote desktop control using outbound connections. This customer-initiated session counts as outbound traffic, similar to browsing the web. Since a firewall is designed to allow outbound traffic while blocking inbound traffic, Bomgar can connect without requiring changes to existing firewall configurations.
The appliance model allows Bomgar users to conduct remote support sessions without passing session details through a third-party, keeping system and data access behind the customer’s own firewall and security measures. The solution also integrates with popular identity management and authentication tools, has permissions that can be administered by group or individual and captures a full audit trail, including remote session video footage. Bomgar has a Federal Information Processing Standard 140-2 Level 2 Certified appliance to meet government standards for security sensitive enterprises.
A support rep using Bomgar can access Windows, Mac, and Linux systems; iPhone, Android, BlackBerry and Windows Mobile smartphones; and iOS and Android tablets. Support technicians can use Bomgar to offer support from Windows, Mac and Linux systems, plus iPads, iPhones, and Android devices via Bomgar’s Mobile Rep Console.
Remote access features for support representatives include application sharing, file transfer, multi-monitor support, reboot and auto-reconnect, screen sharing, chat, session sharing and transfer, and training and presentation features.
Administrative features include audit and reporting capabilities, customer feedback surveys,an API, identity management, branded support portals, multi-language support, session recording videos and others.
Bomgar offers integrations with many service desk and systems management solutions, including BMC Remedy, Dell KACE, Cherwell, HP, Hornbill, iSupport, Salesforce.com and ServiceNow, as well as custom integrations.
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