Remote Desktop Support

THE CHALLENGE: A full-service flooring company with approximately 25,000 employees was using both
Bomgar and ServiceNow tools to support their end users. They asked for an integrated
solution to collect the history of communication between the end-user and service desk as
well as remotely control the user's desktop in one interface.

SOLUTION:

• Provide end-user with an option to “Get Support Now” without leaving their ServiceNow
  instance
• Provide the service desk the ability to easily chat live, screen share, remotely control the
  user’s desktop, and transfer files all within ServiceNow
• Create and record the activity of the chat session in the incident record

RESULTS: Fruition Partners developed a tightly integrated solution combining the power
ServiceNow and the Bomgar Appliance. Now end-users can seamlessly communicate
with the service desk using live chat and remote management - all from within one
simple interface in ServiceNow.