Bomgar University Training Services
Maximize ROI with Bomgar University Training Services
Superior training is part of our commitment to helping you obtain the maximum benefit possible from the entire Bomgar enterprise remote support platform. Bomgar University Training Services will equip your team with the foundational knowledge and best practices they need to maximize your return on investment in Bomgar. With a variety of modular training courses and flexible delivery options from which to choose from, you can ensure your team receives relevant education.
The Bomgar University training services will enable your team to:
- Reduce administration time
- Implement and standardize remote support best practices
- Improve adoption of enterprise remote support across your company
- Maximize your support operation’s return on investment
Graduates of the training courses are also eligible to become Bomgar-certified, signifying the advanced skills and superior know-how that are critical to fostering customer service excellence.
Course Offerings
Bomgar Representative Essentials 
Ideal for help desk analysts, support professionals and managers, this course provides a solid understanding of the Bomgar Representative Console, and what your customer sees during a support session. During the half-day course, your support representatives will become knowledgeable in session initiation, troubleshooting tools, session management and other support features. As a result, reps gain confidence and greater efficiency when initiating sessions and resolving customer issues. (Offered on-site, virtual or on-demand)
Bomgar Administrator Essentials with Hands-on Lab
This course is designed for system/network administrators and support desk managers who want to learn how to configure and extend Bomgar for your environment using remote support best practices. Your administrators and managers will also learn how to utilize Bomgar's foundational features to reduce administrative time and increase first-call resolution. This course includes a hands-on lab with exercises for students to practice what they learned. This is a 1.5 day course. The virtual course includes three four hour sessions over a three day period.
Bomgar Administrator Essentials without Hands-on Lab
This one-day course is designed for system/network administrators and support desk managers who want to learn how to configure and extend Bomgar for your environment using remote support best practices. Your administrators and managers will also learn how to utilize Bomgar's foundational features to reduce administrative time and increase first-call resolution. (Offered on-site or in a virtual format)
Bomgar Administrator Advanced
This course is ideal for system/network administrators and business analysts who want a solid understanding of how Bomgar fits within their overall IT and network infrastructure and how to integrate Bomgar with other help-desk systems and automate many administrator functions. Upon completion of the one-day training, your support team will be better equipped to increase first-call resolution, reduce incident handling time, and decrease call escalation. (Offered on-site or in a virtual format)
Problem Solving and Critical Thinking Workshop
The Bomgar Problem Solving & Critical Thinking Workshop is ideal for help desk analysts, support professionals and managers who want to enhance their skill level for identifying true root causes. During the 2.5 hour workshop course your representatives will learn a process approach to problem solving and root cause analysis, using critical and creative thinking as well as defined methodologies. As a result, representatives gain confidence and greater efficiency when resolving customer issues. This is a virtual instructor-led course.
Certified Remote Agent Course
The Bomgar Certified Remote Agent Workshop is ideal for help desk analysts and support professionals who work remotely, as an integral member of a virtual support team. This one day, innovative course reviews these key areas for the virtual support resource: communication channels, technology, team dynamics and training. The virtual support member will also learn how to effectively manage their workspace and their workday, while remaining motivated and professional. As a result, virtual representatives are more effective, productive and confident in their day-to-day work, resulting in more satisfied customers and an overall stronger support team.
Certified Remote Management Course
The Bomgar Certified Remote Management Workshop is ideal for service and support leaders who manage a virtual support workforce. In this course, the leaders will learn essential management concepts to develop, deploy and maintain a successful virtual support center. This two day, innovative course includes these key topics: virtual support center return on investment (ROI) models, remote agent productivity model, remote agent best practices, virtual technology model and training. You will also learn how to develop and implement a benchmarking and performance model for your virtual employees. As a result, you become more effective managing your virtual team, and the remote team members are more satisfied, resulting in lower attrition and higher customer satisfaction.
ITIL 2011 Foundations
This virtual, instructor-led or on-demand course prepares you for the ITIL 2011 Foundation Certificate in IT Service Management. Learn about process improvements, benefits, and challenges of ITIL 2011, and then complete your ITIL 2011 Foundation certification.
Virtual ITIL 2011 Service Operations
This instructor-led course prepares you for the ITIL Intermediate Qualification: Service Operation Certificate. This course is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certification.
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