GSM Institute

The OTRS Group, a provider of open source Help Desk and ITIL V3 compatible IT Service Management (ITSM) solutions, Feb. 8 announced that Ivycorp chose OTRS Help Desk to improve their customer service performance. Ivycorp chose OTRS Help Desk because of the responsive, high quality customer support from OTRS, as well as the available iPhone and iPad Apps for OTRS, which allow customer service to be more flexible and agile. Ivycorp is the provider of Ivytalk, a next generation mobile messaging service, which enables customers to channel and synchronize their group communication via email, SMS, smartphone app, desktop widget or pager. Ivycorp needed a Help Desk system that was able to fit their small scale and budget, yet grow incrementally with the business. They found that OTRS is a solid and reliable open source software solution that was easy to configure and free of license costs. According to Mary Jesse, CEO and Founder of Ivycorp, “OTRS's excellent and timely customer service as well as their excellent feature set convinced us to use their solution. OTRS was very responsive during our assessment which included email and phone questions. We also
benefit greatly from the depth of documentation, videos and webinars available from OTRS.

(OTRS, 408-725-7501,www.otrs.com.)

Nimsoft Solutions Feb. 7 announced that Olive Solutions, an India-based managed service provider (MSP), has deployed Nimsoft Unified Manager, a multi-tenant IT Management-as-a-Service (MaaS) solution, to improve its
clients’ uptime through enhanced visibility, effective performance management and proactive problem resolution. Nimsoft Unified Manager combines infrastructure monitoring and ready- to-use ITIL-based service management and features comprehensive infrastructure coverage, streamlined automation, and easy integration with third-party tools. It also provides a configurable portal that allows MSPs like Olive to offer clients visibility into the health of their managed environments. “Many of our clients have multiple offices,” said Mr. Pravin Mohite, CEO of Olive Solutions. “The Nimsoft multi-tenant architecture enables us to provide each client with their own private, tailored view of infrastructure and trouble-ticket status, while we benefit from the efficiency of using a single, scalable toolset to manage all of our clients’ environments in a common manner.” Nimsoft Unified Monitor automatically triggers service tickets to help prevent downtime.  The tight integration between the functions speeds troubleshooting by giving IT staff the information they need to quickly solve problems. This improves performance service levels of critical applications and systems across multiple locations, including both on-premise and cloud computing environments.

(Nimsoft Solutions, 408-796-3400, www.nimsoft.com.)

N-able Technologies, a provider of remote monitoring and management (RMM) automation software for managed service providers (MSPs) and IT departments, and NTRglobal, a provider of cloud-based help desk and ITSM delivery systems, Feb. 10 announced the integration of the NTR Cloud into the N-central RMM platform. Through its cloud-based API, NTRglobal enables ISVs to integrate its secure remote connectivity technology. By leveraging this flexible interface, N-central now includes NTR Cloud unattended remote control functionality as part of its overall service offering. Available now, the remote
desktop module allows support technicians to securely connect to and manage a wide range of remote devices in seconds. It is also designed to reduce support queues, optimize workflow and boost time to repair by 50 percent or more by enabling faster, more effective incident resolution. “Being able to remotely manage and resolve a client’s IT infrastructure from anywhere at any time in a secure environment provides tangible value that can make MSPs more competitive,” says Gilles Samoun, CEO, NTRglobal. “By integrating the NTR Cloud into the N-central platform, we’re allowing N-able’s MSPs to take advantage of services that deliver even greater security, productivity and cost-savings.” N-able Technologies President and COO JP Jauvin, added, “Integrating the NTR Cloud gives N-able’s partners the flexibility and confidence to address a client’s IT concerns or technical issues remotely without hesitation in a secure environment. We see its reliable, fast connectivity and ability to support the strictest regulatory environments as a true win for our customer base.” A webinar is scheduled for February 15 to highlight N-central’s remote desktop functionality, more information is available on the N-able website.

(NTRglobal, 866-459-2543, www.ntrglobal.com; N-able Technologies, 613-592-6676, www.n-able.com.)

Bomgar Corporation, a provider of secure remote support solutions for the mobile enterprise, Feb. 8 announced the launch of a new support integration for BMC’s Remedyforce Service Desk solution, a cloud-based IT Service
Management Solution (ITSM) built on Salesforce.com platform for SaaS applications. BMC Software Inc. provides cloud-based solutions alongside traditional service management offerings, which now all integrate with the Bomgar remote support solution. With the new Bomgar and BMC
Remedyforce Service Desk solution integration, support technicians can provide remote IT support with unprecedented ease and flexibility. The Bomgar solution allows support technicians to launch a remote support session directly from the BMC Remedyforce Service Desk solution incident, including the ability to control the end user’s system, run diagnostic/automation scripts, and chat with the end user throughout the session. Using Bomgar, support technicians can access and control nearly any device in any location, including desktops, laptops, servers, kiosks, and smartphones and tablets. Should the support technician need help from other team members or subject
matter experts, Bomgar also enables them to invite additional representatives into the session to collaborate on the problem and speed resolution time. Once a support session is complete, the new Bomgar integration automatically updates the BMC Remedyforce Service Desk solution incident with details from the support session, giving IT support organizations a more comprehensive and consolidated view of their services. The incident also contains a link to a secure video of the Bomgar remote support session, which can be useful for auditing and quality control purposes. “Streamlining the process for initiating a remote support session improves productivity levels of our customers, but more importantly the Bomgar integration for Remedyforce provides a more complete view of end user’s issues,” said Chad Haftorson, principal product manager of BMC. “With a better understanding of what occurred during each support session, our customers can more easily identify ways to improve their service desk operations and end-user satisfaction.” Aramis Alvarez, SVP of services and support at Bomgar, added, “With this announcement, Bomgar now offers integrations for the entire family of BMC Service Desk solutions, including BMC Remedy, BMC Remedy OnDemand and BMC Service Desk Express. By enabling BMC users to more easily leverage their remote support solution, Bomgar is helping IT support organizations be both more efficient and effective.” Bomgar is a member of BMC’s Technology Alliance Program, which is designed to support and promote both leading and emerging technology companies who offer tools and technologies that complement BMC Software solutions.

(Bomgar Corporation, 770-407-1812, www.bomgar.com; BMC Software Inc., 877-945-6325, www.bmc.com.)