Accelerating ITIL

The pressure to provide real-time support and 'one call closures' is increasing. Not only is this a requirement with regard to user perception and productivity, but also it is a financial driver for the business. Additionally, users have come to expect real-time or near real-time support in an on-demand world.

The Bomgar platform provides the means to do this, while improving the speed and accuracy of resolving Incidents and Problems, helping ITOs identify trends, and improving customer service.

Essentially, the Bomgar solution helps the Service Desk professional diagnose, troubleshoot and resolve an Incident more rapidly. It does this by enabling the Service Desk professional to 'virtually' reside with the user during a session. The ability to see first-hand what the user is experiencing and remotely control the configuration item (CI) is invaluable in understanding and resolving an Incident more effectively. Every detail of the session is automatically recorded to a file that can be stored, searched and used for knowledge management, compliance and training purposes.

In response to the criticality of IT services to users and business today, ITIL-centric organizations need to improve their operations through the use of tools that help resolve Incidents and Problems more efficiently. The Bomgar platform fits squarely into an organization using ITIL as a solution accelerating the Service Desk function and the Incident and Problem management processes.