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November 24, 2010

Appliance Deployment: Bomgar's Remote Support Appliance Receives BMC Software Validation

By Rajani Baburajan, TMCnet Contributor


Bomgar Corporation, a provider of secure, appliance-based remote support, has announced that Bomgar remote support appliance and the BMC Remedy Service Desk solution have met the requirements of BMC Software's (News - Alert) Remedy Validation Program.

The Remedy Validation Program includes independent testing to ensure that third-party products integrate properly with BMC Software solutions and platforms, company officials stated.

A member of BMC Software's Technology Alliance Program or “TAP,” Bomgar (News - Alert) offers free integration package for the BMC Remedy Service Desk solution that allows customers to centralize incident data and streamline support processes.

IT support agents are now able 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, company officials said.

“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,” Johannessen added.

By integrating with Bomer appliance, service desk agents can instantly launch a remote support session from the Remedy Service Desk software. It will not only streamline the overall support process but also allow users to 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.

With this partnership, Bomgar allows clients to see and control end-users' devices remotely without adding extra steps to the support process thereby helping the service desks fix things faster, making their customers happier, Bomgar officials said.

Back in July, Bomgar announced that the latest 10.5.2 version of its Bomgar Appliance offers new remote support features for devices using the Apple (News - Alert) iOS platform, including the iPhone, iPad and iPod touch, making it easier for IT organizations to deal with the influx of iOS devices within enterprise, TMCnet reported.


Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Stefanie Mosca


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