Hi, everyone, welcome to Jamf Pro
and TeamViewer, supporting
users wherever they are.
We wanted to host this
session today as it is
very relevant and timely.
We're outside the four walls
of our organizations, users may
be in the office at times, part
time, or staying fully remote.
Some people might be
traveling on grandma's Wi-Fi.
No matter where they are,
though, they may find
they need support and that's
where they're going to
be calling their friendly
IT admin to help them.
We wanted to highlight with you
today not only Jamf Pro,
but an amazing solution,
TeamViewer, with our
integration, how easy it is
to support users as they are
working remote and as things are
very pivotal during this time.
I'm Kat Garbis, I'm a Business
Development Executive here at
Jamf supporting our
Enterprise Markets,
and with me today are my amazing
colleagues, Sam and Larry.
Sam and Larry, would you
mind saying hi,
real quick to everybody?
Thanks, Kat, hi,
my name is Sam Weiss and I
manage the Solution Partner
program at Jamf.
And my name is Larry Stegall
and I'm a Field Sales Engineer
in the Education Division here
at Jamf.
Thank you.
So a quick look at our agenda
today, we're going to chat
through the power of MDM,
support scenarios,
provide an overview of our
TeamViewer integration,
and Larry is going to walk you
through a demo and setup.
We want to not only tell you
about it, but we want to really
show you how easy it truly is
to leverage this integration
and make it so much easier
for IT admins and end
users to leverage this
integration for seamless
support experience.
So, when we think of the power
of MDM, device management
continues to grow, improve,
and is highly capable.
There is so much you can do
with zero touch from deployment,
even with maintenance
via our policies.
People can work from really
anywhere and get new apps,
security changes, updates, all
over the air, so much so you can
usually set it and forget it.
However, as you all know,
that's not always the case,
and especially when it comes
to providing support,
there will be times where IT
perhaps needs to drive the car.
So, some support scenarios,
or what you might have heard,
and that could be explaining
where's the Downloads folder,
perhaps guide someone
towards System Preferences,
so many Mac users are pro users,
in my experience, however,
that doesn't mean they are IT.
And that also doesn't mean that
they, perhaps, may not be
familiar with things, especially
if there are profiles on there.
They might have System
Preferences hidden for
compliance reasons,
or perhaps there's just things
moved around that they may
not exactly know where
to find them if they're
trying to be their own IT.
But sometimes, we also may
find just things break,
things happen, and that's where
they're going to need your help.
Another scenario that's
come up relatively recently,
especially with user approved
MDM,
Apple has very strong privacy
fields and we want to make
sure we are supporting that.
So, perhaps it's as
simple as explaining
a change or what they need.
And at the end of the day,
no matter what you might
have heard, perhaps they
just plainly need help.
So, when we're outside the four
walls of our organization, desk
sized support is probably not
happening right now and there
are many more users in need of,
perhaps, screen sharing.
We found that 68% of Jamf admins
needed to remotely connect
to end user devices to see what
exactly was going on.
Perhaps the end user didn't know
what happened or couldn't
explain what they were seeing.
Sometimes we just need
to take over and drive
the car and help them get
to really where they need to go.
And this is where our TeamViewer
integration really comes into
play, and to help with that,
I'd like to introduce Sam Weiss.
Thanks, Kat, and it's great
to be talking to you
all about this today.
For all those support scenarios
and use cases Kat mentioned,
Jamf is really excited
to support IT professionals
with new ways to connect
with end users.
The TeamViewer integration
has been something we've
wanted to do for a while.
This time of remote work
and learning has obviously
driven needs for these
types of workflows.
What's great about the
TeamViewer integration is
that it's based directly
on feedback from our customers.
Through user surveys about this
topic, we discovered that a
large percentage of Jamf
organizations already had
TeamViewer in place.
We did this because we
wanted to fill widely known gaps
that Jamf Remote, frankly,
was never intended to solve.
The most glaring of which,
for those of you that know,
is the ability to access
off-network users and
COVID has forced so many
of us home that this was
not a viable solution.
There's also the fact that
Jamf Remote only ran on Mac OS.
We realized that not all IT
departments have a Mac for every
support agent, but they should,
but that was creating
a barrier to providing
support for end users.
And lastly, admins and end users
that are customer organizations
expressed the need for more
notification and heads up,
really a knock-knock
before entering,
before screen sharing was allowed
to occur on their machine.
So, this vision of attended
access aligns with our
Jamf values and the way
in which we hope tools
like this would be used.
We're very excited for you
to try this integration
and it's very easy to use.
It's built on a
bring-your-own-license
model so you can first go
acquire a TeamViewer license
from their website, or your
preferred reseller of choice.
And in just a few moments,
Larry will show you just
how easy it is to set up.
But what's also neat is if
you're an organization that
leverages sites, you have
the flexibility in how you want
to make this functionality
available.
Once it's all set up, it's
smooth sailing creating remote
administration sessions directly
from the Jamf device record.
This integration leverages
Self Service and notifications
on the Mac, which makes it
incredibly accessible
and supports users thinking
about Self Service as
that go to destination
to fix their own problems.
And also, everything about
the usage of this integration is
reportable on your own
server, it's very easy
to see who made a connection
to which device,
and even for what reason.
Increasing that transparency
and trust for users
and within IT.
We're thrilled to get our first
screen sharing integration
out to you all to use
and support your users with.
I want to give a big thank you
to TeamViewer for working
with us, our beta client sites
for testing some fresh code,
and the Jamf teams that spent so
much time working on this.
I personally rely on the great
work of the Spider Pigs team,
and the overall infrastructure
manager team so thank you
all so much.
I'd also like to mention,
as we said at launch,
Jamf has built a framework
for screen sharing integrations
that we might want to plug
additional vendors into next.
We would love your feedback
on how this process works today,
and then what partners would be
most valuable for us
to add next, your answers
always help--are always
helpful to prioritize
where we put our efforts.
And with that, I'd love to pass
it to Larry to give you
a demonstration of just how easy
this integration is to set
up and use every single day.
-Thanks, Sam.
More than anything else,
TeamViewer integration,
as Sam pointed out, is viewable
on the device record,
as it is in this case.
I've simply pulled up
an individual record
here and I can initiate,
through a very simple component,
of just notifying the end
user that we're ready to go.
So, what does this look like
in real world production?
On the left, we have
the support individual
and then on the right, we're
going to have the computer
that's out in the field,
this can be down the hall,
could be at a location somewhere
in the city, or even across--in
the other part of the world.
The individual has contacted
support and
requested assistance.
So here, the individual could
have notified us in this
case their machine name.
We go to the management
component and we'll enter
in a reason for the call.
In this case,
my technician has decided
to enter in the ticket
number for a support call.
And now we can send
the notification to the user.
In a moment, it'll appear.
We click on the link
to go ahead and bring
up the TeamViewer console.
And now, as you'll notice
on the right screen,
notifications are there
telling the user.
The user can simply, if they
wish, click on the notification
or they can launch Self Service.
They go to the bookmarks
section, they click Open.
No need to tell the user any
special codes or anything like
that, all that information
will be pre populated.
The support technician is going
to do a quick connection
so they tell the end user,
go ahead and down--
download quick support.
The client mounts the dmg
on their desktop
and they launch the application.
Since the application
has been downloaded,
the end user has to approve it.
And they now have to agree to
the End User License Agreement.
The code's in already.
And the user can allow
the remote session to be
connected.
All the population
and privacy fields are done,
all the user has to do
is allow screen recording.
Now, the nice part
about this demonstration is
the user on the right
is a standard user
and not an administrator.
All the configurations
were delivered through Jamf Pro.
But as Sam pointed out,
TeamViewer is not just a Mac OS
product, it's also a Windows
product so what does
the experience look like from
a Windows administration?
Again, our support technician is
going to go ahead and enter
in the ticket number.
They can send the Self Service
notification, just like we
did on the Mac, and then they'll
launch TeamViewer on their PC.
Now, as we know, sometimes we
have end users get a little
bit anxious so the support
technician could just simply
tell the end user, go ahead
and launch Self Service.
Go to your bookmarks,
and go ahead and open.
Now their browser would
open.
They would download
the Quick Support link.
And then mount the dmg.
The user would launch
the application on their Mac.
Again, a notification
it was downloaded from
the internet, they'll accept
the End User License Agreement.
Again, the code is populated,
no need for user interaction.
They would agree to the screen
view and then the user
simply approves the ability
for the remote session
to view his or her screen.
From an end users perspective,
they don't know whether
the support individual is
running a Windows client
or a Mac client and,
frankly, they don't care.
So, TeamViewer's setup is
very, very simple when
working with Jamf Pro.
First thing we'll need to do is
we'll need to log in to our
TeamViewer Management Console
and we're going to get something
that's called a script token.
Once you log in
to retrieve a script token,
you're going to navigate
to the Edit Profiles,
up in the upper right corner,
Edit Profile.
And then what we're going to do
is we're going to look for Apps.
And then we're going
to create a new script token.
Once that information
gets populated...you'll give
a name to this script
token and, if necessary,
a description, from the session
management pop up you're
going to choose Create,
Edit, View, All Sessions,
and then you're going to save.
Make sure that you note that
script token information,
it's a combination
of letters and numbers.
Then we're going to pop over
to Jamf Pro, we're going to go
to the Settings section,
and we're going to go to
Global Management.
In Global Management,
we're going to click on
Remote Administration.
And then we're going to go to
New, and basically
you're going to follow
the on-screen directions.
If your environment includes
sites and you're logged in as
a Jamf pro site full
administrator, you must select
the site for your configuration
and add multiple configurations.
The maximum session time setting
allows you to control
the session duration,
it defaults to about 15 minutes,
most users are going
to find that adequate
with a minimum value of one
minute and a maximum
value of 1,440 minutes.
It's recommended you use
the minimum value greater,
than five minutes.
Meetings started during
the session are not terminated
when the session times out.
And then click Complete.
And you'll notice your
TeamViewer is there.
Again, you'll need to build
configuration profiles
based on which type
of TeamViewer application
or system you want to use.
We do support
TeamViewer Quick Support,
TeamViewer Full--Full Normal,
you can even use TeamViewer
started as a service, and if you
wanted to run a TeamViewer host.
All of this is fully documented
within your Jamf Pro
administration guide, including
information on how to build your
configuration profiles.
Basically, from going from
the management console
to supporting an end user,
I was able to accomplish
this in under five minutes.
Thank you so much, thanks
for making that look so easy
and easy to also understand.
We're very excited and we hope
you learned something new today.
To recap, we covered
the power of MDM, support
scenarios, the value of our
partnership with TeamViewer.
Once again, TeamViewer,
we really want to thank you
for your partnership
and in this integration
and working with Jamf.
And again,
we showed you a demonstration
and setup that was very,
very easy.
So, thank you once again
for joining us today.