The combination of the Bomgar with HP achieves this goal. This solution helps improve first call resolution rates, service desk capacity, and individual technician productivity.
Ridgeland, MS (PRWEB) June 17, 2009
Bomgar, a leading provider of enterprise remote support solutions, today announced certification of its integration with HP Service Center. Bomgar also has joined the HP Software Marketplace Referral Program. Now certified across the HP Service Management Software & Solutions portfolio, Bomgar adds remote support, secure chat and automated survey capability to HP Service Management solutions. This significantly reduces incident resolution times, eliminates on-site visits and improves customer service levels.
End-users are becoming increasingly mobile and require on-demand support across a variety of devices and platforms. Bomgar's enterprise remote support solution enables support technicians to access any device, on any network, at anytime without changing any firewall or network settings or pre-installing any client software. With Bomgar in place, support technicians can access systems from within a service ticket and control a remote device to perform root-cause analysis for on-the-spot troubleshooting and problem resolution. All chat and remote support interaction between the support organization and the end user/device are automatically recorded and updated in the ticket within HP Service Center.
A recent Gartner report highlighted that "IT organizations that are evaluating PC life cycle configuration management or IT service desk solutions also need Internet-based remote control and should add this capability to their RFPs and request details about security controls." (1)
Bomgar is preferred by enterprises because of its ability to connect to a wide range of device platforms and operating systems and its support for unattended systems access. Bomgar supports Windows 95 through Vista, Mac OSX, four distributions of Linux, and Windows Mobile and Blackberry handheld devices. Bomgar's patent-pending Jump Technology enables secure remote access to unattended systems which means you can troubleshoot servers, point of sale systems, terminals or unattended desktops.
"Given the current economic environment, IT managers are looking for solutions that improve productivity, deliver higher levels of service, and provide a substantial ROI," said Joel Bomgar, founder and CEO, Bomgar Corp. "The combination of the Bomgar with HP achieves this goal. This solution helps improve first call resolution rates, service desk capacity, and individual technician productivity."
"Customers are looking to improve efficiency by giving support technicians the ability to troubleshoot remotely," said Alan Ota, director, strategic business development, Software & Solutions, HP. "Our solutions, integrated with Bomgar's enterprise-class remote support, help customers enforce, manage and continuously improve their IT environments in accordance with ITIL best practices."
(1) - "The Next Generation of Remote-Control Tools is Emerging" by David M. Coyle and Terrence Cosgrove October 17, 2008
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Bomgar Corporation specializes in appliance-based software for remote support in an enterprise environment. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize support by virtually accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the 10 fastest-growing software companies in America ranked by the 2008 Inc. 500.