Enterprise Incident Resolution

PDF Version (206KB)   Email This Item

Bomgar™ Spans the Incident Resolution Gap

Bomgar™ is the Enterprise Incident Resolution Platform that answers the Incident Resolution Gap. It empowers your IT help desk to resolve problem tickets immediately and completely. With Bomgar, your support staff can access all of the systems under your jurisdiction through one simple interface.

Access

Bomgar gives you remote access to virtually any computer (Windows/Macintosh/Linux), server or device. Bomgar's remote access works through any firewall and without any pre-installed client. It also enables you to access attended or unattended remote systems.

Diagnosis

By enabling direct control of the problem system's mouse and keyboard and providing a suite of system diagnostic tools, Bomgar ensures that nothing is lost in translation.

Troubleshoot

Bomgar equips the technician with tools and utilities to troubleshoot the incident or escalate it to another representative.

Log, Record and Report

Every Bomgar support incident is logged automatically, down to the mouse click, keystroke, and chat entry, giving administrators a conclusive record of all support activity for regulatory audits or quality control. Reports may be pulled via xml. Bomgar even stores video recordings of remote support sessions.

Optimize

Bomgar's detailed session information logs, combined with representative and customer exit surveys, enable the manager to monitor the incident resolution cycle and optimize the support process.

• Increased Responsiveness
• Instant response to customer incidents
• Virtualization of specialized personnel
• "Boundary-less" access to virtually any system

• Increased Margins
• Rapid, optimized incident resolution
• Decreased on-site dispatches
• Predictable, fixed-cost licensing

• Increased Security and Control
• Audit trail of every incident resolution
• Appliance model: on-premise, security-audited