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What is Support Virtualization?

Virtualizing a help desk?s support staff increases the number of incidents a support representative can resolve ?virtually? in lower tiers vs. physically on-site. This enables help desks to respond faster, distribute IT specialists more evenly, increase staff productivity, and resolve incidents more cost-effectively.

  1. Standardize the Support Environment: Support staff can touch every end-user and system, regardless of operating system or geographic location.
  2. Centralize Support Administration: Administrators can group reps according to area of expertise or other criteria, making sure clients get the right person for their issue.

Virtualization Diagram

Support Virtualization Diagram

 

How Bomgar Virtualizes Support

Bomgar works transparently through firewalls, enabling support reps to initiate a remote desktop connection with any computer anywhere in the world, inside or outside of the rep’s network. Using Bomgar, a virtual support rep can control the mouse and keyboard of remote computers. This enables support staff to take virtual trips to client sites and work as if physically present.

Support Virtualization Video

Virtual Support YouTube video

Customers

Novell - "Integrating Bomgar into our service center gives us the ability to support all customers quickly and effectively.”

MIT - “It has helped my team resolve more computing issues in less time, which makes both the team and our users very happy." Read More

Beringer Associates - "The Bomgar platform has enabled us to very easily take on the role of a 'Virtual IT Department' for many of our existing customers, and we are able to leverage that service to other new prospects as well." Read More

The Salvation Army - “We have nearly 1,500 centers of operations here in the 13 western states, some with hundreds of computers. And with only 75 [IT staff], going to every site to deploy software is not possible.” Read More

IDC Whitepaper

IDC whitepaper Virtualizing Support

"Virtual Support Technology Delivers Quantifiable Gains in Productivity and Performance"

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