Ivanti

Integrated Remote Support for Ivanti

Support and IT organizations using Ivanti IT Service Manager can integrate BeyondTrust Remote Support to improve service levels, centralize support processes and strengthen compliance. The BeyondTrust integration with Ivanti increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities. Plus, it streamlines the end-user experience by allowing them to request remote support from your self-service portal.

The BeyondTrust integration with Ivanti IT Service Manager allows a support technician to launch a secure remote support session directly from an incident record to immediately begin remotely diagnosing and resolving issues–increasing first call resolution rates, shortening call handling times and eliminating site visits. BeyondTrust’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers, point-of-sale (POS) systems, kiosks and mobile devices across operating systems

Ivanti IT Service Manager Capabilities with BeyondTrust

• Self Service users can start a Remote Suport Click-to-Chat session directly from an Incident within Ivanti
• Service Desk members can generate session keys / URLs directly from an Incident, Change, or Service Request
• Details of all Remote Support sessions initiated from an Incident, Change, or Service Request context are linked to associated item and viewable as a list as well as in a detailed view on each item type
• While in a Remote Support session linked to a Ivanti IT Service Manger item, BeyondTrust’s Custom Links allow a representative to launch a browser window directly to the Ivanti IT Service Manger item in order to view additional information
• Service Desk members can leverage Remote Support’s Jump technology to access a CI from an Incident with the Jump session details being linked to the Incident just as with support sessions
• Service Desk members can leverage Remote Support’s Jump technology to access a CI outside the context of an Incident