Help Desk Software Addresses the Incident Resolution Gap

Summary: Bomgar™ introduces version 10.0 of the Bomgar Box™; Troubleshooting support incidents with IT help desk software

RIDGELAND, Miss. - October 15, 2007 - Bomgar Corporation (formerly NetworkStreaming) announced today the availability of Bomgar 10.0, an enterprise-grade version of its remote support software. Feature additions being announced make Bomgar^TM an ideal software solution for organizations addressing a variety of remote users, regardless of location, language or operating platform. Additionally, with this release, Bomgar^TM provides enterprises of all sizes with the resources required to identify and resolve costly technology and business issues that cycle through the help desk.

Organizations today have implemented a number of technology solutions to track and monitor technology incidents - both from the user and from back-end systems. While these systems are functioning as they are supposed to, they only track when an incident occurs and when it is fixed - leaving a sizable gap of information on how the situation was actually resolved. As a result of this information gap, organizations are spending significant time and money fixing the same problems over and over again without understanding their cause or gaining knowledge on how to fix the issue faster.

"IT organizations are under constant pressure to improve the quality of IT service and support while at the same time reducing costs," said David Coyle, research director at Gartner. "Most companies have technology to track the support request, but they could also benefit from diagnostic tools that assist in root cause analysis and issue resolution for a more integrated approach to incident and problem management processes."

With the release of Bomgar^TM 10.0, the company is taking steps to solve this gap in incident resolution technology by providing remote desktop support as the unifying component for service desk solutions, including systems management and knowledge base software. Additionally, Bomgar^TM has added new features that make its appliance-based remote support software applicable to any sized organization - from large enterprises dealing with complexity and compliance, to small outsourced help desks that are looking to expand their business. New features that enhance overall rep productivity include:

· Expanded platform support for SUSE, RedHat, Ubuntu and Fedora Linux distributions, as well as Windows Mobile

· Expanded language support for Spanish, German, Japanese and French

· Enhanced logging and reporting features for improved compliance auditing of both corporate and government mandated regulations.

· Jump^TM technology for improved support for unattended systems, including the ability to Jump^TM to systems on remote networks as well as install Jump clients for isolated remote, unattended computers

As part of Bomgar's vision for addressing the incident resolution gap, the company is working on a number of partnerships with leading service desk vendors. Today, the company announced integration certification from BMC for product integration with BMC Remedy AR System. See Release: Bomgar^TM Receives BMC Remedy Certification - October 15, 2007

"With the introduction of Bomgar^TM 10.0, we now have a bridge that makes real-time incident resolution possible for all enterprise sizes. This isn't just a tool, but a platform and application for solving a larger issue," said Joel Bomgar, CEO and founder of Bomgar Corporation. "This technology has specific capabilities that make it applicable to address the complexity in the very large organizations by providing a complete remote desktop support package that meets the needs of today's ever changing remote support market."

Pricing and Availability
Bomgar^TM 10.0 is remote access software designed to run specifically on the Bomgar Box^TM. Currently available, contact Sales for specific pricing.

Bomgar is the worldwide leader in secure, appliance-based remote support. The company’s award winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Mac, Linux, BlackBerry and Windows Mobile smartphones plus all versions of Windows. Over 5,000 leading companies around the world have deployed Bomgar’s enterprise-class solutions to transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is a privately-held company headquartered in Ridgeland, Mississippi with offices in Atlanta, San Francisco, Washington DC, Paris and London. In 2009, Bomgar was named one of the 500 fastest-growing companies in the US by Inc. Magazine.

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