NewswireToday - /newswire/ -
Jackson, MS, United States, 2014/04/29 - Bomgar, the leader in enterprise remote support solutions, announced it is exhibiting at the ServiceNow® annual Knowledge14® conference this week in San Francisco, California.
• The Bomgar team will be at booth No. 313 of the ServiceNow Knowledge14 conference, giving full demonstrations of the Bomgar remote support integration with ServiceNow.
• The integration allows support technicians to launch a secure Bomgar remote support session directly from a ServiceNow incident or change record to immediately diagnose and resolve issues.
Bomgar, the leader in enterprise remote support solutions, today announced it is exhibiting at the ServiceNow® annual Knowledge14® conference this week in San Francisco, California. Located at booth No. 313, the Bomgar team will demonstrate Bomgar’s certified integration for ServiceNow, which lets IT support groups launch secure remote support sessions and chats directly from ServiceNow, streamlining support processes and improving time to resolution.
In addition, Richard Fleischman, global service desk project manager at Yahoo, will speak on Wednesday, April 30 at 5:10 pm PT about the benefits Yahoo has realized by implementing and integrating ServiceNow and Bomgar. Featuring an in-depth look into Yahoo’s IT support service, which serves more than 16,000 Yahoo employees across 70+ global locations, Fleischman will share how they’ve increased efficiency by eliminating time wasted managing incidents across multiple systems.
The Bomgar remote support solution enables technicians to remotely access and fix nearly any computer or device in any location. With the ServiceNow integration, technicians can launch a remote support session directly from an incident or change record, and end-users can request instant remote support from the self-service portal. Once a session is initiated, support technicians can chat with the end-user and then elevate to a screen-sharing and remote control session, speeding time to resolution. Upon conclusion of a Bomgar remote support session, key information from the session, including chat scripts and actions taken, are fed back into the ServiceNow record, greatly improving audit trails and compliance.
Bomgar will also showcase stories from other customers who have successfully integrated Bomgar and ServiceNow, including Qualcomm, Shaw Industries, and the University of North Georgia, which has improved IT services for 50,000 students and faculty across four locations in northern Georgia.
“Now when we have a remote session, the information is captured and fed back into the ticket instead of having to manually record details of what each session entailed,” said Steve McLeod, associate chief information officer at the University of North Georgia. “Since the integration saves us time in documenting details of every support session, we are able to learn from the data we capture and continue to improve tech services going forward.”
Bomgar (bomgar.com) is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 8,000 organizations across 65 countries 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, London and Singapore.