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Help Desk Software Receives BMC Remedy Certification
Date: 10/15/07
Summary: Unified help desk software solution helps the enterprise improve first call resolution rates
Bomgar™ now integrates with BMC Remedy
RIDGELAND, Miss. – October 15, 2007 – Joining the BMC Software Technology Alliance Partner program, Bomgar Corporation today announced a technology alliance with BMC Software to better automate the incident resolution process. 1 The integration of Bomgar's incident resolution software with the BMC Remedy Action Request System (AR System), a comprehensive solution for automating, managing and monitoring service management business processes, enables IT support representatives to launch and record a secure remote desktop connection directly from the BMC Remedy system.
As the only appliance-based remote desktop support provider, Bomgar™ has integrated its latest Bomgar™ 10.0 solution to help organizations seamlessly add incident resolution capabilities to their current service desk system. The combined Bomgar-BMC solution enables IT support representatives to remotely control desktops and servers – PC, Mac, Windows Mobile, or Linux – to immediately diagnose and troubleshoot technical issues, improving first call resolution rates. Additionally, with Bomgar's unique session recording capabilities, detailed session data can be stored and viewed from a single source – the BMC Remedy system. Bomgar™ can also assist change decision processes by updating any changes related to resolved service desk incidents into the Configuration Management Database (CMDB).
"We're pleased to welcome Bomgar to the BMC Technology Alliance Partner program," said Fred Johannassen, Vice President, Technology Alliance and Marketzone programs for BMC. "BMC is focused on providing IT solutions that align directly with business needs and demands. Adding best-of-breed capabilities, such as Bomgar, to the BMC solution portfolio accelerates our customers' ability to improve support processes and efficiencies, as well as better serve the businesses and customers they are supporting."
According to Joel Bomgar, CEO of Bomgar Corporation, several of Bomgar's enterprise customers have recognized the potential value of being able to launch a remote desktop connection directly from their BMC systems.
"We are happy to be able to provide the BMC integration as a part of our latest 10.0 release. By combining Bomgar with the BMC Remedy Action Request System, customer support professionals will be able to more rapidly resolve incidents, decrease on-site dispatches, increase first call resolution rates and improve the overall customer experience."
The BMC Remedy AR System provides the service management foundation for organizations to efficiently automate and centrally manage business processes. Bomgar™ 10.0 is designed to complement these processes by equipping service desk representatives with the ability to resolve incidents more rapidly. With the Bomgar-BMC Remedy pre-integrated solution, representatives can launch a remote desktop connection directly from the Remedy ticket. In addition, all remote incident resolution data is logged by the Bomgar™ solution and is available in the Remedy search interface in real time or on demand. The Bomgar Box™ automatically populates the BMC Remedy AR system with detailed session data, such as session length, event information and system control.
Bomgar™ 10.0, also announced today, is the latest version of Bomgar's appliance-based remote support software. It is designed specifically to support the enterprise customer with its increased integration, support for unattended systems, and new features, including support for Windows Mobile, Linux and multi-language platforms. About Bomgar Corporation
Based in Ridgeland, Miss., Bomgar Corporation, formerly NetworkStreaming, specializes in appliance-based help desk software for remote desktop support. Bomgar™ allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds. The company is the only provider in the industry offering an appliance-based solution, providing companies with an unparalleled level of security and the ability to scale efficiently. Backed by venture capital, Bomgar™ has grown steadily since its inception in 2003, securing more than 3,000 customers in all 50 states in the US and over 40 countries, in addition to resellers in Canada, South Africa and the U.K.
1 BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
Melissa Taylor Dent
VP of Marketing Communications, Bomgar Corporation
mdent@bomgar.com
601-519-0139
Jennifer Lake
Lois Paul & Partners
jennifer_lake@lpp.com
512-638-5313
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