ARCHIVED: Completed project: ITHelpLive application replacement

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Primary UITS contact: Beth Norzinskay

Completed: August 20, 2010

Description: Remote support, including live chat, desktop remote control and system diagnostics, has been provided by the UITS Support Center since 2003. This service, known as ITHelpLive, is available to students, faculty, and staff of Indiana University from 8am to midnight, 7 days a week. The application behind this service will be replaced with a more robust remote support tool suite from Bomgar Corporation.

Outcome: The new application was made available May 24, 2010.

Milestones and Status:

February 25, 2010: RFP released
March 15, 2010: Vendor responses received
May 7, 2010: Award completed
May 7, 2010: Virtual appliance created and configured, permissions established, testing begun
May 12, 2010: FootPrints integration prototyped
May 24, 2010: Bomgar implementation moved to production
August 9, 2010: ITHelpLive service hours extend to 24/7

Benefits: Bomgar is a robust tool suite with a representative console that can operate on Windows, Macintosh, and Linux computers. Supported customer platforms include Windows, Macintosh, and Linux-based systems, as well as some mobile devices. In the future, UITS hopes to make this tool available to other interested IT support organizations at IU.

Project team: Bomgar will be implemented as a joint project with the Online Support development team and the Support Center.