E n t E r p r i s E r E m o t E s u p p o r t

Contact Bomgar | www.bomgar.com | info@bomgar.com | 866.652.3177Published: 03/09

Support organizations using BMC Service Desk Express to automate incident tracking can now enhance customer support by integrating Bomgar. Bomgar adds enterprise remote support, advanced diagnostic tools and secure chat to the BMC ITSMe platform.

Because of the benefit and value, BMC includes and maintains an integration to Bomgar as a standard component of BMC Service Desk Express. The integration to Bomgar is available for versions 9.0 and above of BMC Service Desk Express, and is included as a patch release for version 9.6.

Speed Resolution and Cut Costs with Remote Support

Bomgar Support Representative Console Supporting a Windows XP Laptop

Bomgar’s integration with BMC Service Desk Express allows a support representative to launch a secure, remote support session directly from a ticket and immediately begin diagnosing and resolving a problem— increasing first call resolution rates, shortening call times, and eliminating onsite visits.

Bomgar’s remote desktop control is multi-platform, which means support technicians can control the mouse and keyboard of Windows, Mac and Linux computers or servers. Bomgar also enables remote control of Windows Mobile and BlackBerry handheld devices.

Automated Audit Trail

Bomgar’s advanced logging and recording capabilities establish a detailed audit trail and arm supervisors with the information they need to optimize service desk operations and improve staff management and training. All of the log information can be searched and reported on within BMC Service Desk Express.

Remote Support, Secure Chat and Automated Surveysfor BMC Service Desk Express

Integrate Bomgar remote support with BMC Service Desk Express 9.0 and up

Key Benefits

Eliminate on-site visits • Increase first call resolution• Accelerate resolution time• Measure and exceed SLAs• Increase helpdesk capacity• Audit every support session• Ensure security of data•

E n t E r p r i s E r E m o t E s u p p o r t

Contact Bomgar | www.bomgar.com | info@bomgar.com | 866.652.3177Published: 03/09

Multi-Session ControlFix one system while another rebootsInstall software on multiple systemsAccess all systems involved in an issue

EscalateShare/Transfer sessions with other repsIncrease 1st call resolution rates

RebootReboot and auto reconnectReboot into safe modeReconnect with no end user present

Jump TechnologyAccess unattended servers or desktopsPush Bomgar sessions within a networkMass deploy Jump Clients

Demo ModeShow rep’s screen to 15 peopleTrain remote customers/employeesRecord videos of training sessions

File TransferEnable file transfer for reps or groupsDrag-and-drop files

Increase IT Staff Productivity with Secure Chat

With Bomgar, support representatives can communicate securely with customers and other team members. Bomgar records chat transcripts, augmenting audit trail details. Transcripts are tied to service desk tickets and can be exported to external databases.

Chat with customers and other support technicians or teams• Create and send pre-scripted canned messages • Push a URL to the remote customer•

Measure Service Levels and Improve Customer Satisfaction

Monitor customer satisfaction and support performance with Bomgar’s customizable surveys. Administrators can survey both the customer and the support technician at the end of each remote support session.

Customize 10-question surveys for the end of each session• Create separate surveys for customers and technicians• Monitor performance of individual reps or support teams•

Assure Data Security and Compliance

Bomgar’s appliance-based architecture keeps sensitive data in-house, rather than routing it through a 3rd party. Maintain an automated, detailed audit trail with Bomgar’s security-tested appliance.

Keep data on-site under security measures already in place• Automated record of every remote support session• Security-tested by Symantec•

Increase Effectiveness, Efficiency and Retention of IT Talent

Bomgar lets technicians work directly with the systems they’re supporting fromanywhere. Eliminate travel costs, lower your cost per call, and allow your staff toserve customers no matter where they are.

Bomgar Is a Validated BMC Marketzone Partner

“Adding best-of-breed capabilities, such as Bomgar, to the BMC solution portfolio accelerates our customers’ ability to improve support processes and efficiencies.”

Fred Johannessen, BMCVP Technology Alliance & Marketzone Programs