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ServiceNow

Integrated Remote Support, Secure Chat and Automated Surveys for ServiceNow.

ServiceNow Remote Support and Chat Integration

Service desks and customer support organizations using ServiceNow can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

The Bomgar integration with ServiceNow increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities.

Technicians can launch a remote support session from an open ticket in ServiceNow, and session details, such as chat transcripts and notes, are appended to the ticket when the remote support session ends.

Learn More: Certified Integration - Enterprise Edition v2.0

The fully integrated Bomgar deployment served to bring the help desk more into compliance with ITIL industry standards by providing an additional support channel via the chat functionality
IDC IDC Customer Spotlight: Qualcomm Optimizes Technical Support Outreach with Bomgar Implementation

ServiceNow Support Capabilities with Bomgar

  • Technician-initiated remote support session launched directly from ServiceNow incident or change record
  • Single-click, end-user initiated chat/remote support session via the ServiceNow self-service portal
  • Convenient technician access to the associated incident directly from Bomgar
  • Automatic updates of ServiceNow incidents and change requests with details from each Bomgar remote support session, including links to session recordings, file transfer details, work notes, system information and post-session survey results
  • Web service available to generate a ServiceNow incident from a Bomgar Session
  • Technicians can Jump directly to a remote system from an incident or change request
  • Leverage Bomgar’s support for Intel vPro to access remote systems even when the OS is not running
“In addition to the ease with which representatives can launch sessions and track them from the ServiceNow service desk, the Bomgar interface has a number of other valuable features that our support representatives really appreciate."
Stacey Nicholson, Help Desk Manager, Shaw Industries

Improve Efficiency with Integrated Remote Support

The Bomgar integration with ServiceNow allows a support representative to launch a secure remote support session directly from the incident record to immediately begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the Bomgar appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating Bomgar with ServiceNow gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.

Bomgar gives both you and your customer a seamless support experience.

Bomgar Professional Services

The Bomgar Professional Services team can assist with your ServiceNow integration to expedite the efficiency and productivity gains. Our Professional Services help you to fully utilize the Bomgar solution and maximize your return on investment.

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