Help Desk Software Receives BMC Remedy Certification

Summary: Unified help desk software solution helps the enterprise improve first call resolution rates

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.  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^TM has integrated its latest Bomgar^TM 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^TM 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^TM 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^TM solution and is available in the Remedy search interface in real time or on demand. The Bomgar Box^TM automatically populates the BMC Remedy AR system with detailed session data, such as session length, event information and system control.

Bomgar^TM 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.

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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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