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HP Service Manager with Remote Support and Chat

Service desks and customer support organizations using HP Service Manager can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

The Bomgar integration for HP Service Manager increases the effectiveness of your technicians with secure, multi-platform remote support and chat support capabilities.

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

Download: Bomgar + HP Service Manager Brochure

Our solutions, integrated with Bomgar’s enterprise-class remote support, help customers enforce, manage, and continuously improve their IT environments in accordance with ITIL best practices.

MATTHEW SCHVIMMER, DIRECTOR IT SERVICE MANAGEMENT PRODUCTS, SOFTWARE & SOLUTIONS, HP

Improve Efficiency with Integrated Remote Support

Start support and view associated sessions from the incident record

Bomgar’s integration with HP Service Manager allows a support representative to launch a secure remote support session directly from the interaction or incident record to immediately begin remotely diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

Bomgar's solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the Bomgar 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 Bomgar with HP Service Manager gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.

Bomgar gives both you and your customer a seamless support experience.

HP Service Manager Support Capabilities with Bomgar

  • Technician-initiated remote support session launched directly from the HP Service Manager interaction or incident record
  • Single-click, end-user initiated chat/remote support session from the HP Service Manager self-service portal
  • Incoming Bomgar support requests are automatically routed to the least busy technician
  • Automatic updates of HP Service Manager interactions/incidents with details from each Bomgar remote support session
  • Bomgar post-session survey results can be automatically included in the updated interaction/incident details
  • Advanced logging and recording capabilities for a complete record of the support transaction