Colleagues,
Back in July, you provided great feedback in a survey we sent to the One IT community to help us understand the type of remote support tools needed to better serve campus customers. We thank you for your input and wanted to share the results with you plus some next steps we are taking.
Summary of Results
We received 88 responses to the survey.
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Of those who responded, 74% said they use a remote support tool.
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43% of respondents reported using Bomgar, with 57% using a different tool.
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Of those not using Bomgar, 68% are happy with the alternative tool(s) they are using.
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Finally, 53% of those doing remote support, who are not currently using Bomgar, would like to use Bomgar if it fits within their budget.
As part of the analysis of the results, a comparison of the three top tools has been compiled. We have added a Remote Support Tools page to the IT Service Catalog providing these options for future reference.
Next Steps
Laurie Graham and Micah Bot-Miller, who are leading this project, will be meeting with Gartner to evaluate the industry-leading remote support tools. Depending on the results, recommendations will be reviewed and presented. Please contact Laurie (laurieg@berkeley.edu) or Micah (mbotmiller@berkeley.edu) if you have any questions or additional suggestions.
We will keep you posted on any new developments regarding this topic.
Warm regards,
Jenn Stringer
Associate Vice Chancellor for IT and Chief Information Officer