Bomgar is a remote-control desktop support tool that has been used by Carlson School Information Technology since 2008. It streamlines the support process, enabling IT staff to view and control the customer's screen to diagnose and fix most problems no matter where they are located or what system they are using. Carlson IT staff have also used Bomgar for Moodle trouble-shooting and training when instructors need just-in-time assistance. Communication is via phone, and customers are directed to a website to enable the use of Bomgar support while talking with the IT support staff.
Carlson School maintains the Bomgar server and shares licenses with the College of Biological Sciences (CBS) and University of Minnesota Rochester. Bomgar is also being used by the College of Liberal Arts (CLA) and the College of Food, Agricultural, and Natural Sciences (CFANS). Due to successful widespread use at the University, Bomgar is being evaluated for its potential application across the University system with enterprise licensing and appliance(s) integrated into ServiceNow, the University's enterprise IT Service Management tool.
