Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]
Artificial Intelligence on the service desk [Holly from RedDwarf]
Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week.

That’s an important milestone in the meteoric use of mobile.

Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily reflective of enterprise IT – but we all know, since the introduction of the blackberry, iPad and then current smart phones, of the increasing business demands for mobile.

Will your service work on mobile devices? Will it provide a frictionless consumer-like experience, Does it matter who owns the device? And so on.

It doesn’t matter that we’re not delivering consumer services and that we might be delivering services in heavily regulated industries with back-breaking governance hoops to jump through – the demand for mobility and flexibility continue unabated.

Mobility promises the ability to avoid speaking to pesky humans, get things done, keep track and unlock me from the constraints of a physical office.

Avoiding speaking to people is an important point: In terms of human interaction it’s a case of quality over quantity. When I do (occasionally) speak with a human – I want a great customer focussed experience. You’ve only got to look at the growth (or is it a return?) of IT concierge desks resourced with IT staff especially selected for their more extrovert nature to witness this.

The premise: automate as much as possible, help the customer help themselves, if they do need to speak to us, make it a great experience (which doesn’t necessarily mean fixing everything).

With this in mind it has been great to see traditional ITSM providers innovating with mobile.

The future is here, just unevenly distributed

The terms artificial intelligence and augmented reality go hand-in-hand with the Jetsons, self driving cars and the fridge that knows to order more beer and lettuce. But look carefully, and it’s slowly permeating everywhere, including the humble service desk.

Smart-phone owners might be familiar with Apple’s SIRI, Google’s Voice Search or Microsoft’s Cortana as a personal navigator (Voice recognition to intelligent search / actions).  Similarly consumers might be familiar with Word Lens (Image to language translation) or Evernote (handwriting to textual search).

SnapIT from LANDESK promises smartphone image capture to knowledge base lookup. Sharing screenshots or remote sharing with end user customers to identify issues is a staple of the service desk toolkit – but what about cutting out the middle-man and connecting customers directly with help by snapping a picture of the issue on a mobile device?

Direct link to Video

LANDESK have offered this new capability with no extra charge to existing customers. It’s available via iOS, Android or simply via a browser.

I look forward to seeing this and other innovation at the ITSM show next month, we’ll be on stand 723 collecting customer reviews for TOOLSADVISOR.net (think trip advisor meets itsm tools). Come and say hi!

Image Credit

Technology Review: DAMEWARE REMOTE SUPPORT V11.0.0

This is an independent review of Dameware Remote Support.

AT A GLANCE

DameWareLogo-FamilyA global leader in the market of service automation software and remote management, SolarWinds mission is to provide purpose-built products designed to make IT professional’s jobs easier.

This review takes a look at the core capabilities, the route to market, competitive strengths and weaknesses, product development roadmap and market reach of DameWare Remote Support, which was released in June 2014.

Available as an on-premise solution, DameWare Remote Support (DRS) is a set of systems administration tools that allow for advanced management and secure remote connections to computers outside of the firewall allowing IT professionals to access a number of operations via remote systems.

SUMMARY OF KEY FINDINGS

Strengths

Weaknesses

Yes Easy installation and deployment No  Remote Support Console looks dated
Yes Good value for money No  Limited support options
Yes Solid out-of-the box-functionality

PRIMARY MARKET FOCUS

Added to the company portfolio in late 2011 and encompassing a broad range of industries and sizes of organization, DameWare Remote Support has been sold to approximately 65,000 organisations since its inception.

50% of DameWare Remote Support customers are currently based in North America with 40% based in EMEA and a further 10% based in APAC and LATAM.

With several products that fit into the system management space, namely SolarWinds Web Helpdesk, Server and Application Manager, and Patch Manager, SolarWinds appears to be well on its way to providing a solution for every IT service.

ANALYSIS

Remote administration is an area that most of us are familiar with having at one time or another been on the receiving end of the “weird floating mouse” that makes your PC look like it has been inhabited by ghosts, when in actual fact a very clever person in some place far, far away (i.e. in a remote location) is investigating or fixing whatever issue your technology is experiencing.

With the increasing complexity of working environments, and with many users not only working from different locations but also on many different types of device (both inside and outside of the company firewall), IT organisations are challenged to find a remote support tool to help support the needs of an ever-evolving IT and business environment.

Enter DameWare Remote Support from SolarWinds.

As a self-hosted solution, DRS permits organisations to control data passed between computers during remote control sessions without the need for a third party gateway, giving organisations the security they need to support regardless of location.

In The ITSM Review’s opinion, DRS is a comprehensive tool that includes not just remote assistance but also: DameWare Server Admin Console, Exporter Tool and Dameware Mobile Gateway.

Mini Remote Control (MRC) is the remote assistance part of the solution that provides the ability to view and control users desktops, assisting the troubleshooting process.
troubleshooting-process
Advantages to using MRC rather than Remote Assistance or Remote Desktop Protocol (RDP) are:

  • Provides the ability to hold multiple active sessions allows multiple users to connect to the same remote session
  • Provides additional troubleshooting tools such as Ping, traceroute etc.
  • Provides the ability to save frequently used connections together with login credentials
  • Offers the ability to drop files on remote machines with only a few clicks
  • Allows you to send “wake-up packets” making it easier to manage machines that are power management-enabled
  • Contains built-in Chat features
  • Provides the ability to capture screenshots making it easier to document troubleshooting or record settings

Additional features available within DRS include:

  • DameWare Central Server and Administration Console, which allows organisations to manage DameWare users and permissions including control and activation of DRS and Mini Remote Control licences. Also allowing users to create and share a global host list and view current internet and mobile sessions
  • DameWare Mobile app for iPhone, iPad and Android smartphones and tablets, which allows organisations to remotely control and troubleshoot Windows computers
  • Ability to perform Windows administration tasks remotely without having to initiate a full remote control session.  These tasks include: restarting services and processes; viewing and clearing event logs, discs, share and peripheral management; registry editing and system performance monitoring
  • Management of multiple Active Directory (AD) domains including: user account unlocking and password resets; adding users to distribution and security groups; OU management; Group Policy editing and updating AD extended attributes
  • Remote support of computers on any operating system via Intel vPro AMT, allowing organisations to control them remotely with the AMT KVM Viewer – wake sleeping or hibernating computers, restart crashed computers and change BIOS settings of remote computers
  • Exporting of AD objects and Windows Configurations in bulk to CSV or XML formats

With advanced and well integrated software suites within almost every aspect of IT Management, we believe that SolarWinds are clearly going for some kind of world domination in this area and will soon have a solution to cover every imaginable scenario in your IT environment.

With experience of using at least five different remote support tools we believe we have a good grasp on what works and what doesn’t work for customers in this area.  Asking a customer for their IP address is always a bit hit-and-miss due to technical abilities (as well as the ability to listen and follow instruction) and asking them to type a long address into a browser followed by a hexadecimal key code should probably be in a “What not to do on a Service Desk” 101 guide.

What we particularly like about DRS is that even though it has every tool imaginable for you to use as part of the product, such as chat and remote command, it still seems remarkably straightforward to use, especially for those with a limited knowledge of these types of technologies who want to be able to do the minimum amount possible to enable a connection to their PC.

Furthermore, when you’re the one providing the support you likely want to be able do it with as fewer amount of steps as possible in a single service transaction, which is why we think tools within the DRS solution like Ping are particularly handy.  Allowing you to Ping a potential host before attempting a full connection and discovering it is not connected to the network ensures that you’re not wasting your time

DameWare Remote Support is full of little tools such as Ping, creating what is in effect a remote support swiss army knife.

ping-tool

One of our key issues with DRS is its User Interface (UI). Whilst we understand the concept behind the saying “if it aint broke, don’t fix it”, in our opinion the solution looks like something out of the 1990’s and positively pre-historic in comparison to other remote support tools in the market. Whilst we strongly believe that the solution provides all the functionality you could possibly need from a remote support tool, we wouldn’t be surprised if prospective customers were turned off by the look of the solution.

In stark contrast, the DameWare Server Admin Console looks modern and is much more in keeping with the look and feel of other SolarWinds tools. Our suggestion for improvement would be to overhaul the UI, but to ensure that this doesn’t impact the functionality or intuitiveness of the solution.

A further potential area for improvement is in support, which is an area that we found to be slightly puzzling. There appears to be no telephone support for DameWare Remote Support, just email, which is only manned Monday to Friday 9-5 CST. Help is however available from within the tool with alternative access to Thwack for crowd-sourced knowledge. That said, we do believe that the solution works very effectively and feel it would be unlikely that a customer would ever require a high level of support.

For companies that only require the above capabilities listed, it is worth noting that MRC is also available as a separate, standalone product.

mrc

KEY CAPABILITIES

The table below shows the key capabilities of SolarWinds DRS

General
  • Initiate MRC, RDP or Virtual Network Computing (VNC) sessions
  • Share screens
  • Initiate secure remote troubleshooting sessions
  • Transfer files during remote sessions
  • Manage group policy objects
  • Access functions such as command prompt, system performance etc. without the need to remotely connect
  • Bulk export of Windows Management Instrumentation (WMI)
  • Chat with user
  • Remotely control Windows, Mac OS X, and Linux computers
  • Remote access for outside-of-firewall Windows machines
  • Mobile remote desktop from iOS and Android devices
  • Flexible deployment options
  • Remote Windows administration tools
  • Export AD objects and Windows configs
  • Support for Intel vPro – remote troubleshooting for out-of-band computers
  • Mobile app for troubleshooting anywhere
Active Directory
  • Unlock user accounts
  • Reset passwords
  • Update names and addresses
  • Create, amend and disable accounts
  • Setup Exchange mailboxes
  • Ability to manage multiple domains
  • Export AD information
Windows Server
  • Reboot after update
  • Troubleshoot slow running servers using Performance Monitor
  • Manage data file storage
  • Review eventlogs for suspicious activity

GO-TO-MARKET STRATEGY

Founded in 1999 SolarWinds has grown year on year and provides over 50 IT management tools in its portfolio.

SolarWinds sells its products through an inside sales model and through channel partners all over the world.  Rather than involve consultants, potential DRS customers are encouraged to self evaluate for a period of 14 days and visit the user community, Thwack, to witness the sharing and support that takes place.

With a good solid grounding in the network, systems and application management arena, we believe that DRS is yet another very comprehensive offerring from SolarWinds. It is now estimated that that the average user deploys 2.5 of the main products from SolarWinds.

DameWare Remote Support is licensed per user/technician in a perpetual licensing model, which is scaled down as users are added.Prices start at $349 per licence and scale down to $270 per licence for larger deployments.

Business Partner Summary

Key Business Partners
  • RamgeSoft

Market Penetration

Number of customers on maintenance 21,000+
Typical Customer
  • Large businesses
  • Based in North America

IMPLEMENTATION

Typical Installation

Installation of DRS appears to be fast and straightforward, with stand-alone mode taking up to 10 minutes install, with time to set up for centralized mode dependant upon the number of users. DRS can be implemented/deployed using only internal staff. SolarWinds does not offer deployment services.

Full installation requirements (please note this is not the case for evaluation installations):

Software Requirements
Operating System
  • Microsoft Windows Vista, 7 or 8
  • Windows NT 4.0 w/Service Pack 1 or greater (including Windows 2000, XP, 2003, Vista, 2008, Windows 7, or Windows 8) and Windows Server 2012
Exchange
  • Exchange 2000/2003 support is provided in version 4.x and above within DRS AD Object Views (AD Users & Computers, AD Users container, etc.), and does not require Microsoft’s Exchange Admin Tools.
Active Directory
  • DameWare Remote Support Active Directory functionality is only supported on machines running Windows 2000 and above. However, even though it is not directly supported, many of the DRS AD features will still work on machines running Windows NT4 SP-6a, provided you also install Microsoft’s AD Client Extensions (DSClient.exe) for Windows NT4.
  • For more information about Microsoft’s AD Client Extensions, please refer to Microsoft’s website.
  • AD Client Extensions for Windows 95/98 and Windows NT 4.0:

http://www.microsoft.com/windows2000/server/evaluation/news/bulletins/adextension.asp

CDM Control
  • “This version of DRS requires a newer version of COMCTL32.DLL (Version 4.71 or later) than what is installed on this machine (Version x.xx). A newer version of this DLL can be obtained from Microsoft and is shipped with NT SP4 and IE 4.x or higher.”

When this message is encountered, DRS will still function however, it is recommended that the COMCTL32.DLL file be revised to a later version. This file is not re-distributable by third party software developers but you can download and install it directly from Microsoft.

An installation wizard takes the user through installation step by step in a very straightforward manner. Full instructions for installation can be found here.

Time to Value

In our opinion, the short time required to install DRS together with its ease of use, scalability and minimal manpower costs for deployment suggests a rapid Return On Investment (ROI).

Resources Required

DRS requires minimal resources due to install with upgrades requiring little to no action.

Scalability

DRS is infinitely scalable with licences sold per analyst with an unlimited number of supported PC’s.

 

scalability

PRODUCT ROADMAP

Based on the information provided, the next major functional enhancement from SolarWinds will be unattended remote access to outside-of-firewall computers.  No date has yet been provided for the release of this enhancement.

PRODUCT PORTFOLIO

Network Management

  • Network Performance Monitor
  • Network Bandwidth Analyzer Pack
  • NetFlow Traffic Analyzer
  • Network Configuration Manager
  • IP Address Manager
  • User Device Tracker
  • VoIP & Network Quality Manager
  • Engineer’s Toolset
  • Network Topology Manager
  • Kiwi CatTools

System Management

  • Server & Application Monitor
  • Virtualization Manager
  • Storage Manager
  • Web Performance Monitor
  • Web Help Desk
  • Patch Manager
  • DameWare Remote Support
  • DameWare Mini Remote Control
  • Kiwi Syslog Server
  • Kiwi Log Viewer
  • Mobile Admin

Security, Information and Event Management

  • Log & Event Manager
  • Firewall Security Manager
  • Serv-U Managed File Transfer Server

Database Management

  • Database Performance Analyzer for SQL Server
  • Database Performance Analyzer for Oracle
  • Database Performance Analyzer for DB2
  • Database Performance Analyzer for Sybase

COVERAGE

Head Office Austin, Texas
Regional Offices Czech Republic, Ireland, Singapore, Utah, Australia, Philippines, Colorado,Canada
Partner Representation RamgeSoft – Germany

FURTHER RESOURCES

Company Information

Named as Forbes Best Small Company in America in 2012, SolarWinds provides a wealth of network and system management tools including over 30 free offerings.

SolarWinds products are grouped into the following categories:

  • Network Management
  • System Management
  • Security, Information and Event Management
  • Database Management

The company has headquarters in Austin, Texas and operates out of a growing number of worldwide regional offices (eight at the time of writing).

SolarWinds community, Thwack, has over 125,000 users worldwide who collaborate and share knowledge specific to SolarWinds products.  As a result with little searching you can find a Knowledge Base article or forum post with the answer to almost any question you may have.

CONTACT DETAILS

SolarWinds Contact Details

Head Office Austin, Texas
Regional Offices
  • Brno, Czech Republic
  • Cork, Ireland
  • Singapore
  • Lehi, Utah
  • Sydney, Australia
  • Manilla, Philippines
  • Boulder, Colorado,
  • Ottawa, Canada

SUMMARY

In our opinion, DRS is a good fit for all size IT organisations across any industry.

Strengths

Weaknesses

Yes Easy installation and deployment No  Remote Support Console looks dated
Yes Good value for money No  Limited support options
Yes Solid out-of-the box functionality

Disclaimer, Scope and Limitations

The information contained in this review is based on sources and information believed to be accurate as of the time it was created.  Therefore, the completeness and current accuracy of the information provided cannot be guaranteed.  Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth.

Similarly, this review is not based on rigorous and exhaustive technical study.  The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.

This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration.

For further information, please read our Disclosure page.

Collaborative IT Support at the University of Reading

Joel Bomgar, CEO of Bomgar & Gordon Roberts, Customer Services and Communications Manager, IT Services for University of Reading
Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading

Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates and institutions and further elevates students to ‘customers’ with buying power. Students have new expectations and demand higher standards of their Universities, including IT services.

This is sentiment echoed by Gordon Roberts, Customer Services and Communications Manager at the University of Reading, who I met with Joel Bomgar, CEO of the $50m enterprise remote support company that bears his name. Joel was in the UK to visit the EMEA office and talk with clients including the University of Reading (UoR) who have recently joined the ranks of around 8,000 other Bomgar customers.

Gordon stated his team were under increasing pressure to increase service levels: both to satisfy their staff and students but also manage external reputation. Bad vibes about support spread like wild fire amongst prospective IT savvy students.

The UoR team admit that they stumbled across Bomgar whilst on the search for a new service desk (Recently replacing BMC with TopDesk), Gordon said “All the ITSM vendors we spoke to during our ITSM tool selection process said they integrated with Bomgar, but we’d never heard of it. However after researching further we immediately saw the value and have been using it since May”.

IT services at UoR act as a central point of contact for all IT requests and incidents, even for those faculties that may have their own IT support resources. Gordon stated that the lines between first and second line support had begun to blur as the first line support team were encouraged to learn more. “There has been an effort to move away from log and flog and increase the skill levels of frontline staff”

Bomgar facilitates collaboration between support teams by:

  • Allowing 1st and 2nd line to collaborate in real time on issues and learn from each other during calls rather than passing batons between teams with no real increase in knowledge
  • Recording calls and clipping the video to a knowledge base article for future reference
  • Doing all this whilst meeting their security and regulatory requirements. An audit trail of Bomgar activity records all interactivity.

I was surprised to hear that anyone in IT support can use Bomgar; it is not restricted to a few specialists. In fact Bomgar is also used for hands-on 1-2-1 training sessions outside of IT support, for example when training staff on tips and tricks with Microsoft Office, CMS systems or Blackboard.

Once upon a time we pushed plugs in a telephone exchange and called the operator to make a phone call – now we click on somebody’s face in Skype and talk to them immediately on the other side of the planet via a free video link. Bomgar paints a vision of a similar immediacy. Service request portals have provided scope for great steps in automation; remote support of this type allows the human touch to return and vastly accelerate support by allowing collaboration in real time.

Review: Bomgar for Integrations

This independent review is part of our Integrations 2013 Group Test.

Executive Summary

Elevator Pitch A niche product that complements ITSM tools with a completely self-contained remote support offering that negates a lot of the issues around security and access
Strengths
  • Specialises in remote support
  • Completely self-contained appliance
  • A wide range of integrations to some of the biggest ITSM vendors to complement service management end-to-end.
Weaknesses
  • It can be difficult to change the mentality of organisations as to why they would need/benefit from an additionally integrated remote support tool, rather than looking for other alternatives.
Primary Market Focus Based on the information provided, Bomgar solutions are used by a range of customers from Small to Large.

Commercial Summary

Vendor Bomgar
Product Bomgar
Version reviewed Bomgar 13.1
Date of version release July 9 2013
Year founded 2003
Customers 7500
Pricing Structure Appliance-based (physical or virtual).Pricing starts at $1,188. Bomgar’s concurrent licensing model is based on simultaneous technician usage. Support organisations only need licenses for the number of technicians who will be logged in at one time, increasing ROI for organisations that provide around-the-clock support.
Competitive Differentiators
  1. Bomgar offer arguably the most uniquely secured remote support solution with quite literally their Bomgar orange box – a centralised, security hardened appliance that never passes data or system access through a third party. It handles standard authentication (e.g. Active Directory), and they offer a number of access controls out of the box, plus extensive audit trails and video recordings of sessions.
  2. Their remote support capability extends to almost any device imaginable – desktops, laptops, servers, smartphones and tablets.  They work across Windows, Mac, Linux, iOS, Android and Blackberry systems and devices.
  3. They are scalable and typically supply their solutions from small to large environments, enabling collaboration within teams and across external partnerships as offer the ability to remotely support a device from initiated chat support.

Independent Review

PrintAn appliance-based solution that allows you to remotely support almost any device anywhere in the world. It sounds actually too good to be true, when you think of complex organisations, often dealing with third party support contracts, but everything that Bomgar set up is all contained in a specifically hardened appliance that complies with an organisations security requirements, inside their firewall.

The front end that is presented to an organisation is customisable, and where Bomgar is integrated with major ITSM tools (their solution allows them to be tool agnostic) the support function blends in like part of the furniture.

Upgrades to the box are prepared by the mother-ship and sent down so that customers can apply it in accordance to their own schedules, so as not to flood the infrastructure.

Bomgar is a niche remote support offering complementing what the big ITSM players offer. Auditability and tracking within records of chats and sessions are a given, but the potential for the use of video-recording sessions lend themselves to more informative knowledge-base materials. But more than that – it opens the way for complex change management to be monitored and played back in case of failure, to make the rollback procedures (if required) perhaps easier for all concerned.

There are some aspects that might (in a cynical, outsourced and off-shored world) feel like big brother is watching you but where organisational support relationships are increasingly more complex, as are the business drivers they protect, it is perhaps additional belt and braces in a newer IT world.

Their biggest challenge is that of persuading organisations of their value alongside significant ITSM investment – what they do is allow you to provide additional and integrated support on what has already been done.

Integration and specific recognised criteria

At its core, the Bomgar offering is focussed around remote support and chat capabilities that can be integrated with ITSM systems. Remote support sessions and/or chat sessions can be launched directly from the ITSM console – no need to use a separate one, and is most likely used within Incidents, but can be extended to Change Management.  Everything discussed in that session is captured in a secure audit trail and incorporated in the related records within the ITSM tool.

Security Controls

Both the end-user and the support staff connect to the Bomgar box through outbound connections which keeps the system access secure. Session data is guarded by SSL encryption, and once the support session is over, Bomgar uninstalls itself, leaving no footprint on the remote system. But the entire session (remote support, chat and/or video) is captured and fed back to the ITSM ticket so it is possible to track who carried out which action, and when.

Asset and Configuration Information

Support can be provided to attended and unattended systems so a remote support session can be launched directly from an asset within the ITSM tool’s CMDB.

Support Services Integration

  • Remote Control

Bomgar differentiate between what an end user sees and how a support technician sees the same interface – use of language to make it less technical for the end user. They provide functionality that is integrated to the ITSM system to view and control the end user system, and can be initiated from the chat session.

  • Major Incidents Communications

They offer a “Team Chat” function only for technicians – and as with all the other functions they offer – everything is captured and logged. There is also an intriguing aspect – especially in complex environments where changes may require collaboration with third parties.

  • Support Chats

For user initiated chats, the session is opened within the context of their record automatically, with all the interactions recorded.

The chat records show how long the end user may expect to wait for attention – they can empower the end user to take control of the situation – do they want for someone to respond, or do they go to self-service, open a request and wait for one to be initiated to them.

Additional Areas of Integration

  • Unattended Remote Support

Because there is the capability to launch sessions from CMDB records, it lends itself to Change Request initiated sessions. Where a reboot is required, Bomgar just re-establishes the connection to continue the support process.

  • Video Recording for Knowledge Base

Some organisations extract the video for fixes, and use those to compile knowledge base articles within the ITSM tool.

Bomgar Service Management Customers

From the Bomgar Brochure

  • Bomgar’s remote support solution enables you to remotely access and fix nearly any device, running any platform, located anywhere in the world.
  • Control multiple systems, chat with multiple end-users, and collaborate with other reps to fix problems faster.
  • Unlike old-school point-to-point remote access tools and cloud-based solutions, Bomgar routes all activity through a secure appliance that sits behind your firewall.

In Their Own Words:

Bomgar is the leader in enterprise remote support solutions, which allow technicians to securely access and fix nearly any system, including Windows, Mac, Linux, Android, iOS, and BlackBerry devices, and unattended systems, such as kiosks, POS systems, servers and routers. Bomgar helps IT organisations speed response times, increase staff productivity, improve security, and resolve incidents more efficiently and cost-effectively.

Designed for the enterprise, Bomgar understands the unique challenges of securely supporting numerous systems and employees around the world.

  • Security: The Bomgar appliance includes 50+ support representative permissions, and captures a comprehensive audit trail and video recording of every support session.
  • Collaboration: Bomgar allows support technicians to bring experts into a remote support session to swarm around an issue, speeding time to resolution and increasing customer satisfaction.
  • Integrations: Bomgar offers pre-built integrations with the leading IT Service Management vendors to streamline the support process and ensure all activity is captured in a single location.
  • Multi-Platform: Bomgar allows support technicians to use one, centralised solution to support nearly any type of device or operating system, which helps IT organisations provide a consistent support experience across desktops, laptops and mobile devices.

Today, more than 7,500 customers across 65 countries have chosen Bomgar to significantly improve operational efficiency and customer satisfaction. Bomgar clients include some of the world’s leading IT outsourcers, systems integrators, software vendors, healthcare organisations, government institutions, colleges and universities and financial institutions.

Screenshots

Further Information

This independent review is part of our Integrations 2013 Group Test.