• The integration allows support representatives to launch a full Bomgar remote support session directly from CA Service Desk Manager incident management or self-service capabilities.
• Bomgar records all chat transcripts and full session details, including video recordings, and feeds them back into the incident.
This new integration maximizes IT support efficiency and increases the effectiveness of support representatives by giving them secure, multi-platform remote support and chat capabilities directly from the CA incident management and self-service capabilities.
Bomgar allows technicians to support nearly any system in any location, lowering costs while improving time to resolution and customer satisfaction. The integration with CA allows support representatives to launch a secure, Bomgar remote support session directly from the CA incident management capability to immediately begin remotely diagnosing and solving technology-related problems. End-users can also click to request a Bomgar remote support session directly from the CA self-service capability. Bomgar records all chat transcripts and full session details, including video recordings, and feeds them back into the CA incident, ensuring a comprehensive audit trail.
“Today’s IT environments are complex and require new tools to support multiple platforms and devices throughout many different locations,” said Russ Duffey, VP of business development and strategic alliances, Bomgar. “This integration between CA and Bomgar will be a valuable tool in the service desk arsenal, increasing productivity of both technicians and end-users, and ultimately improving service levels.”
“Integral has been implementing IT Service Management solutions using CA’s suite of products for over eight years, and has integrated many of these solutions with third party tools to provide added benefits to our clients. We are very pleased to integrate Bomgar with CA Service Desk Manager to provide fully integrated end-to-end service management solution, including remote support,” says Abhai Johri, executive vice president, Integral Consulting Services.
Bomgar (bomgar.com) connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,000 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at bomgar.com, or on Facebook, Twitter, LinkedIn, and Google+.
Integral (e2zintegral.com), headquartered in Gaithersburg, Maryland with offices in Charlottesville, VA and Aberdeen, MD, focuses on a variety of Information Technology and Identity Intelligence solutions toward making the world safer and secured by defending against terrorism and protecting against cyber-attacks. Integral provides real-time solutions and support in Identity Intelligence (I2), Multimodal Biometrics, IT Service Management, cybersecurity, and application development and third party integration. It has institutionalized its processes to apply proven experience and lessons learned to successfully implement projects within schedules and on budget and with the highest quality exceeding client’s expectations. Integral is an ISO 9001:2008, an ISO 20000 and a CMMI Level 3 certified company.
Integral Contact: Kim Amster - Director, IT Professional Services
E: kamster[.]e2zintegral.com - P: 301-990-0880, x14