ServiceNow + Bomgar = Increased Service Desk Efficiency

As you may have seen, last week Bomgar and Fruition Partners announced a new integration between Bomgar’s remote support solution and SaaS for IT service management from ServiceNow! Instead of listing the features and benefits, we had a Q&A session with Boatner Blankenstein, director of solutions engineering Bomgar, and Shane Brazeal, developer, Fruition Partners, about the new integration.

Q1) What is the Bomgar and ServiceNow integration?

Blankenstein: The integration brings our Bomgar remote support solution together with the ServiceNow ITSM solution to allow one or more support representatives to work more seamlessly between the two systems.  It increases service desk efficiency by providing a single interface to view all customer support interactions. 

Q2) What does the integration allow the support representative to do?

Brazeal: The Bomgar to ServiceNow integration allows a support rep to launch a secure remote support session directly from within an incident form.  During the session, Bomgar automatically logs key information about the session as well as video logs.  With the integration, logged information can then be fed back into and viewed directly in the ServiceNow incident. At any time during a support session when an end-user’s issue is unable to be solved by the initial support representative, the session can be shared between other support representatives to speed the incident time resolution. 

Q3) What does it allow the end user to do?

Blankenstein: End-users now have the ability to request an instant remote support session via their ServiceNow self-service portal.  With the click of a button they can instantly start a chat session with a support representative, who can then elevate it to a full Bomgar remote support session to more quickly diagnose and resolve the issue.

Q4) What benefits come with the integration?

Blankensten: Using Bomgar, support technicians can provide secure, real-time support for most computers or mobile devices, regardless of location. The integration makes it easier for support representatives using ServiceNow to leverage the remote support functionality, speeding time to resolution and increasing customer satisfaction. It also makes them more efficient by streamlining actions taken in both solutions and logging those actions.

Brazeal: One of the biggest benefits of this integration is the information log. Once a remote session has been completed, key data from the session including chat scripts and actions taken, is fed directly back into the incident form. This is a tremendous help for service desks in terms of auditing and tracking, as it gives them a more complete picture of what happened throughout the incident.

Q5) What additional custom integration features are available through Fruition Partners?

Brazeal: The Fruition team can help customers tailor the integration to fit their customized ServiceNow implementation, as well as develop additional features, such as integrating the post-session survey results. 

If you want more information on the integration, please contact your Fruition Partners at sales@fruitionpartners.com or visit Bomgar: www.bomgar.com

Comments

[Eugene]

There is one very easy solution to all this - free Ammyy Admin
http://www.ammyy.com

It doesn't require installation or specific config. It works behind gateways NAT without port mapping as well as within one LAN.

Good alternative though!