Bomgar and Fruition Partners Join Forces for ServiceNow Integration in Remote Support Solution

A global provider of secure, appliance-based remote support solutions Bomgar (News - Alert) recently formed a strategic alliance with Fruition Partners, a ServiceNow implementation partner for three years. Fruition Partners reportedly helped clients globally configure and enhance ServiceNow to more effectively manage and operate their IT organizations.

In a press release, Bomgar announced that the partnership with Fruition is designed to create an advanced integration between Bomgar’s remote support solution and SaaS (News - Alert) for IT service management from ServiceNow.

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 as well as an instant remote support session from their ServiceNow support portal. Once a session is initiated, support technicians can chat with the end-user and enable 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. These enable IT agents to remotely view and control an end user’s computer or mobile device by diagnosing and fixing the problem at a much faster rate and greatly improve tracking and auditing, the company explained.

According to the industry experts, the ServiceNow integrated solution will allow the businesses to quickly manage and resolve customer issues, thereby improving customer satisfaction levels.

“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,” IS group manager at Shaw Industries Chris Schuster remarked in a statement.

“We believe the Bomgar integration with ServiceNow completes the customer support experience by extending the capabilities of the service desk agent. We’re excited to work with joint ServiceNow and Bomgar customers to help them realize the potential of these solutions,” CEO of Fruition Partners Marc Talluto maintained in a statement.

In the release, Fruition Partners and Bomgar announced that they will be jointly demonstrating the new integration at Knowledge11, the ServiceNow global user conference, May 16 - May 19, 2011, in booths #100 and #115.

Earlier this month, Bomgar’s founder and CEO, Joel Bomgar (News - Alert) was announced an Entrepreneur of the Year 2011 Gulf Coast Area Award finalist by an Ernst & Young. Bomgar was selected as a finalist from nearly 50 nominations by a panel of independent judges. Award winners will be announced at a special gala event on June 22, 2011 at the Houston Intercontinental Hotel.