Integration Services

By: Bomgar  09-12-2011
Keywords: It Support, service desk, Ticketing System

Maximize Efficiency with Bomgar Integration Services

Bomgar Professional Services help drive efficiency, productivity, security and higher return on investment in the Bomgar remote IT support solution. Our Bomgar Integration Services deliver proven benefits by creating a seamless connection between the leading service desk ticketing systems and the Bomgar solution. You can choose from a range of pre-defined integration options available, including BMC RemedyTM, HornbillTM, HP Service ManagerTM and ServiceNowTM. Or, Bomgar can provide a custom integration for the service desk ticketing system that best meets your needs.

By integrating Bomgar with your service desk ticketing system, you can increase rep efficiency and help desk capacity, automate and strengthen the support session audit trail, and gain a more complete view of IT remote support performance. Bomgar Integration Services add value to existing service desk ticketing systems and create a seamless, closed-loop process for opening, servicing and closing a session-including capturing end customer feedback.

Benefits of Bomgar Integration Services

Increased Efficiency and Service Desk Capacity
By integrating Bomgar with your service desk ticketing system, reps can launch a secure Bomgar remote support session directly from a ticket and immediately begin diagnosing and resolving a problem using Bomgar's secure chat function-increasing first call resolution rates, shortening call times and eliminating on-site visits. 

Data Integrity and Strong Auditing Capabilities
Bomgar's tight integration eliminates the need for the rep to manually enter Bomgar support session notes into the incident. With Bomgar integration, customer surveys are automatically generated at the end of the session and sent back to the ticketing system to close out an issue. This in-depth integration populates the ticketing system with complete, accurate and secure session data for strong audit capabilities.  

Optimized View of IT Remote Support Performance
Bomgar Integration Services provide a complete view of the entire incident management life cycle. From the session launch, diagnosis, resolution, closing and customer survey, Bomgar's advanced logging and recording capabilities establish a complete record of the support transaction-arming supervisors with information needed to optimize service desk operations and improve staff management and training.

Keywords: It Support, Remote It, service desk, Ticketing System, Ticketing Systems,

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Bomgar Professional Services

Maximize IT Support Efficiency - Integrate with Bomgar Add value to existing service desk ticketing systems and create a seamless, closed-loop process for opening, servicing and closing a support session when you integrate Bomgar. Adding Best-of-breed capabilities, such as Bomgar, to the BMC solution portfolio accelerates our customers' ability to improve support processes and efficiencies..