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The Role of Organizational Change in an ITSM Implementation

At the end of the day an IT Service Management (ITSM) implementation is an exercise in organizational change enabled by process and technology. What this means is, work that typically moves up and down organizational “silos” will now be moving across the departments spanning the IT organization.

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« Import Knowledge | Main | Success with Service Catalog »
Friday
Oct282011

Remote Support Integration for ServiceNow

Presenter: Shane Brazeal & Boatner Blankstein
Length: 44:26

Bomgar, the worldwide leader in secure, appliance-based remote support solutions, and leading ServiceNow implementation partner, Fruition Partners, have formed a strategic partnership to create an advanced integration between Bomgar's remote support solution and SaaS for IT service management from ServiceNow. The success of the integration now lets end-users communicate with the service desk using live chat and remote support - all from within one simple interface in ServiceNow.

The developers demonstrate how this works and answer your questions. Discover...

  • Get support and chat live without leaving your ServiceNow Instance
  • Easily screen share, pull back advanced system information, and transfer files with Bomgar
  • Quickly start a Bomgar session from an incident in ServiceNow
  • View the history of chat sessions and activity from the related incident record
  • Build reports and pull back useful metrics from ServiceNow regarding Bomgar sessions
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