Tuesday, November 29, 2011

Bomgar leverages Intel technology to extend remote support below OS

JACKSON, USA: Bomgar announced it can enable IT support professionals to remotely troubleshoot and resolve issues below the operating system level by using Intel technology. Bomgar users can now access devices powered by Intel Core vPro processors to power up or down and reboot PCs, read and update the BIOS, reimage the drive, and more, all from a remote location. As a result, IT service desks can further reduce onsite visits and decrease end-user downtime, simultaneously increasing technician productivity and customer satisfaction.

Bomgar has worked very closely with Intel to develop a seamless integration between the widely-adopted Intel vPro Technology and the Bomgar enterprise remote support solution, resulting in an unprecedented opportunity for IT service desks. After provisioning its Intel vPro Technology-enabled devices, a support organization simply needs to configure Bomgar to match the settings. Support technicians can then use their centralized Bomgar solution to remotely access and control desktops and laptops at the sub-OS level, even when the devices aren’t turned on.

“Today, when an operating system isn’t functioning or a device crashes, the support technician typically has to do a desk-side visit or ask the end-user to send in the broken machine,” said Troy Harrison, VP of product management at Bomgar. “With the new Intel vPro-enabled Bomgar solution, service desks can handle those types of support tickets remotely; eliminating a lot of travel time and shipping fees, while also decreasing time to resolution. This means lower overall IT support costs and ultimately better end-user support and satisfaction.”

“By adopting PCs based on Intel Core vPro processors across the enterprise, IT organizations can greatly improve user productivity and reduce IT costs due to fewer service calls and faster response times,” said Rick Echevarria, VP and GM Business Client Platforms at Intel.

“When combined with Intel vPro Technology, the Bomgar remote support solution will enable customers to provide leading edge PC support and business process automation capabilities. The close collaboration with Bomgar is making a big impact for business customers, and we look forward to continued engagements that further enhance remote management capabilities for enterprises.”

The Bomgar remote support solution with Intel vPro capabilities will be available in January 2012.

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