BMC ITSM with Remote Support and Secure Chat

Service desks and customer support organizations using BMC Remedy, Remedyforce, Footprints or Service Desk Express can integrate BeyondTrust Remote Support to improve service levels, centralize support processes and strengthen compliance.

Integrations with BMC Software

BeyondTrust Remote Support offers integrations for multiple BMC Software solutions. Add secure chat, remote support and surveys to your BMC deployment.

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Adding best-of-breed capabilities, such as BeyondTrust Remote Support, to the BMC solution portfolio accelerates our customers’ ability to improve support processes and efficiencies.

FRED JOHANNESSEN, VP OF TECHNOLOGY ALLIANCE & MARKET ZONE PROGRAMS, BMC

BMC IT Service Management Capabilities with BeyondTrust Remote Support

The BeyondTrust Remote Support integration with BMC's IT Service Management solutions increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities.

Technicians can launch a remote support session from the incident record in BMC, and session details, such as chat transcripts and notes, are appended to the incident when the remote support session ends.

  • Offer secure, web-based chat support to end-users, and automatically update tickets with chat transcripts
  • Technician-initiated remote support session launched directly from the BMC incident record
  • Easy technician access to the associated service desk ticket
  • Automatic updates of BMC incidents with details from each BeyondTrust Remote Support session
  • BeyondTrust Remote Support post-session survey results automatically included in updated incident details
  • Advanced logging and recording capabilities for a complete record of the support transaction

Improve Efficiency with Integrated Remote Support

Start remote support and view associated sessions from the incident record.

The BeyondTrust Remote Support integrations for BMC IT Service Management solutions allow a support representative to launch a secure remote support session directly from the incident record to immediately begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

BeyondTrust Remote Support’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the BeyondTrust Remote Support appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating BeyondTrust Remote Support with BMC ITSM solutions gives you a complete remote support solution. BeyondTrust Remote Support includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With BeyondTrust Remote Support, you can easily move from chat support to screen sharing and remote control. After the support session, BeyondTrust Remote Supportupdates the support record with the chat transcript and details from the remote support session.

BeyondTrust Remote Support gives both you and your customer a seamless support experience.