Bomgar Corporation, the worldwide leader in secure, appliance-based remote support, today announced that Bomgar’s new package for integrating the Bomgar Appliance with the BMC Remedy Service Desk solution has met the requirements of BMC Software’s (“BMC”) Remedy Validation Program. The program includes independent testing to ensure that third-party products integrate properly with BMC Software solutions and platforms.
Bomgar, a member of BMC Software’s Technology Alliance Program (TAP), is offering a free integration package for the BMC Remedy Service Desk solution that allows customers to centralize incident data and streamline support processes. It enables IT support agents to access Bomgar’s remote support, chat and survey technology directly from their Remedy Service Desk solution. The Bomgar Appliance also passes support session data back into Remedy Service Desk, automatically linking all of the information collected during the remote support session to the service desk ticket.
“With this validation, Bomgar shows that it is committed to helping our mutual customers improve IT support by increasing efficiency and creating a complete picture of its support interactions,” said Fred Johannessen, Senior Director at BMC Software. “The Bomgar integration allows end-users to launch a remote support session directly from BMC Remedy Service Desk and eliminates the hassle of manually entering remote support session data back into the service desk ticket. The result is faster time-to-resolution and a superior support experience for the end-user.”
“We need a holistic view of each and every IT incident, and we can’t have support session data sitting disconnected in separate systems,” said Bernd Braun, system engineer, ITSM project manager, Groz-Beckert. “The integration of Bomgar with BMC Remedy not only makes it easier for our agents to work with both systems, it automatically centralizes session activity and audit logs, ensuring we have the full picture.”
With the Bomgar integration, service desk agents can instantly launch a remote support session from the Remedy Service Desk software, streamlining the overall support process. In addition, end-users can click “Get Support Now” from their self-service portal to request a Bomgar chat and remote support session with their IT team. The remote support sessions are automatically tied to the service desk ticket, centralizing all of the audit data and adding system info, chat logs, session notes and exit survey results to the Remedy Service Desk ticket.
“Today’s employees and customers have exceedingly high standards for technology support, yet IT support departments are still given slim budgets,” said Russ Duffey, VP of business development and strategic alliances at Bomgar. “We know our customers are struggling to provide outstanding service while increasing efficiencies, which is why we’re partnering with world-class service desk management vendors, such as BMC. Enabling agents to see and control end-users’ devices remotely without adding extra steps to the support process, helps service desks fix things faster, making their customers happier.”
The new integration package is free to all Bomgar Enterprise License customers. Bomgar offers a number of strategic partners that can assist customers with custom integrations. To watch a video demonstration of BMC Remedy with Bomgar or for more information, please visit: bomgar.com/bmc.
Bomgar (bomgar.com) is the worldwide leader in secure, appliance-based remote support solutions. The company’s award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Windows, Mac, Linux, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 5,000 companies around the world have deployed Bomgar’s enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, San Francisco, Washington D.C., Paris and London. In 2010, Bomgar was named one of the fastest-growing technology companies in America by Deloitte.
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