Bomgar, the secure remote support solution for the mobile enterprise, today announced a new integration with the BMC Remedyforce Service Desk solution, BMC's cloud-based IT Service Management Solution (ITSM) built on Salesforce.com, the industry's leading platform for SaaS applications. BMC is the only company that provides robust cloud-based solutions alongside traditional service management offerings, which now all integrate with the Bomgar remote support solution. With the new Bomgar and BMC Remedyforce Service Desk solution integration, support technicians can provide remote IT support with unprecedented ease and flexibility.
The market's first remote support integration for the Remedyforce platform, the Bomgar solution allows support technicians to launch a remote support session directly from the BMC Remedyforce Service Desk solution incident, including the ability to control the end user's system, run diagnostic/automation scripts, and chat with the end user throughout the session. Using Bomgar, support technicians can access and control nearly any device in any location, including desktops, laptops, servers, kiosks, and smartphones and tablets. Should the support technician need help from other team members or subject matter experts, Bomgar also enables them to invite additional representatives into the session to collaborate on the problem and speed resolution time.
Once a support session is complete, the new Bomgar integration automatically updates the BMC Remedyforce Service Desk solution incident with details from the support session, giving IT support organizations a more comprehensive and consolidated view of their services. The incident also contains a link to a secure video of the Bomgar remote support session, which can be useful for auditing and quality control purposes.
"Streamlining the process for initiating a remote support session improves productivity levels of our customers, but more importantly the Bomgar integration for Remedyforce provides a more complete view of end user's issues," said Chad Haftorson, principal product manager of BMC. "With a better understanding of what occurred during each support session, our customers can more easily identify ways to improve their service desk operations and end-user satisfaction."
"With this announcement, Bomgar now offers integrations for the entire family of BMC Service Desk solutions, including BMC Remedy, BMC Remedy OnDemand and BMC Service Desk Express," said Aramis Alvarez, SVP of services and support at Bomgar. "By enabling BMC users to more easily leverage their remote support solution, Bomgar is helping IT support organizations be both more efficient and effective."
Bomgar is a member of BMC's Technology Alliance Program, which is designed to support and promote both leading and emerging technology companies who offer tools and technologies that complement BMC Software solutions.
Bomgar (bomgar.com) is the leader in secure remote support software for a mobile world. The company's appliance-based products enable organizations to improve IT support efficiency by allowing support representatives to securely support any device or system, any platform, anywhere (Smartphone to Server). 6,500 companies across 65 countries - including 19 of the Fortune 50 - have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, Washington D.C., Paris and London. In 2011, Bomgar was named one of the fastest-growing technology companies in America by Deloitte, and one of America's fastest-growing private companies by Inc. magazine.
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