Bomgar lets you support all of your systems over the web, even if they are behind firewalls you don’t control. Because all supported platforms are included in the core product, you can resolve issues spanning multiple systems without creating multiple audit trails. Supporting everything with one solution speeds incident handling time and support rep productivity.
Bomgar enables help desks and IT organizations to offer ad hoc remote support to end-users on mobile devices. Bomgar supports Android phones and tablets, iOS devices (iPhone, iPad, iPod touch), BlackBerry smartphones and Windows Mobile phones.
While there may be some similarities between mobile device support and mobile device management (MDM), there are significant differences. Mobile device management typically involves using a server component to push applications, data and configuration settings to mobile devices over the air. AirWatch, MaaS360 and Mobile Iron are popular mobile device management vendors.
Rather than enabling remote management of mobile devices, Bomgar enables incident-based remote support of mobile devices. For instance, a support technician might use Bomgar to support a customer having trouble on a Samsung Android device. During the session, the rep could do screen sharing, remote control, file transfer, chat or system info viewing to resolve the customer’s issue. But the support organization would not use Bomgar to deploy the latest version of an enterprise app to all the Android devices used by employees.
While there may be some overlap - support organizations can use Bomgar to install Apple iOS configuration profiles, for instance - the differences are clear. MDM is more similar to traditional systems management, where common activities include provisioning new systems or pushing out updates en masse. Remote support, on the other hand, is for resolving individual incidents as they arise. Most companies need both functions.
Full remote control of iPad, iPhone or iPod touch is in violation of Apple terms and conditions. Bomgar continues to monitor the situation and is prepared to offer the ability to remote control iPad, iPhone and iPod touch devices once a sanctioned method is made available. However, at this time, neither Bomgar nor our competitors may legally remote control Apple iOS devices.
However, support organizations can use Bomgar to remote control Android devices made by Samsung, BlackBerry smartphones and Windows Mobile phones.