Bomgar, the worldwide leader in secure, appliance-based remote support solutions, and Fruition Partners, a leading ServiceNow implementation partner, have formed a strategic partnership to create an advanced integration between Bomgar's remote support solution and SaaS for IT service management from ServiceNow. A ServiceNow partner for more than three years, Fruition Partners has helped clients globally to configure and enhance ServiceNow to more effectively manage and operate their IT organizations.
In partnership with Bomgar, Fruition has developed an integration that allows support representatives using ServiceNow to initiate a Bomgar remote support session from directly within an incident form. Using Bomgar, support technicians can provide secure, real-time support for any computer or mobile device, regardless of location, language or operating system. The integration also allows end-users to request an instant remote support session from their ServiceNow support portal. Once a session is initiated, support technicians can chat with the end-user, and then elevate the session to full screen sharing and remote keyboard and mouse control, enabling them to more easily diagnose and resolve end-user issues. Upon conclusion of a Bomgar remote support session, key information from the session, including chat scripts and actions taken, are fed back into the incident form, greatly improving tracking and auditing.
"Bomgar and ServiceNow both offer superb solutions that allow us to quickly manage and resolve customer issues, making our IT support team more efficient and keeping our customer satisfaction levels high," said Chris Schuster, IS group manager at Shaw Industries. "Within a few weeks of implementation, we began to realize significant benefits from the Bomgar solution, and with the ServiceNow integration provided by Fruition Partners, our team is even more effective at managing remote support incidents."
"When IT agents can remotely view and control an end user's computer or mobile device, they can diagnose and fix the problem at a much faster rate," said Russ Duffey, VP of business development and strategic alliances, Bomgar. "By developing integrations with leading service desk solutions, such as ServiceNow, we're eliminating the need to flip back and forth between the service desk and remote support systems, while also improving IT support audit trails. We're so pleased to be partnering with Fruition Partners, as their unequivocal ServiceNow expertise has enabled us to develop a streamlined and comprehensive integration."
"We believe the Bomgar integration with ServiceNow completes the customer support experience by extending the capabilities of the service desk agent," said Marc Talluto, CEO of Fruition Partners. "We're excited to work with joint ServiceNow and Bomgar customers to help them realize the potential of these solutions."
Fruition Partners and Bomgar will be demoing the new integration at Knowledge11, the ServiceNow global user conference, May 16 - May 19, 2011, in booths #100 and #115. For more information about Bomgar remote support, please visit bomgar.com, and for more information about the Bomgar and ServiceNow integration, please visit fruitionpartners.com/.
Bomgar (bomgar.com) is the worldwide leader in secure, appliance-based remote support solutions. The company's award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system - Windows, Mac, Linux, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 5,500 companies around the world have deployed Bomgar's enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, San Francisco, Washington D.C., Paris and London. In 2010, Bomgar was named one of the fastest-growing technology companies in America by Deloitte.
Fruition Partners (fruitionpartners.com) is an ITSM-focused cloud integration firm with a long history of process transformation and practical results. As a premier partner of ServiceNow for over 3 years, Fruition consultants are deeply experienced in practical ITIL implementations, process design and ServiceNow automation- helping clients harness the power and flexibility of this game-changing tool. The company's successes with both global Fortune 500 companies and nimble start-ups have proven that their approach will bring any IT organization away from fire-fighting and toward a proactive and managed environment. Fruition Partners is the one-stop-shop for all ServiceNow needs covering Education, Process, and Automation.