Citrix, BMC Software partner.Citrix Online Citrix Online is a division of Citrix Systems, Inc. (Nasdaq: CTXS) that sells Web-based remote access, support, and collaboration software and services. Its products are GoToAssist, GoToMeeting, GoToMyPC, and GoToWebinar. , a division of Citrix Systems Citrix Systems' (NASDAQ: CTXS) is an American technology company, based in Fort Lauderdale, Florida, with subsidiary operations in California and Massachusetts, with additional development centers in Australia, India and the UK. , Inc., has announced a new partnership with service management firm BMC Software BMC Software, Inc. NYSE: BMC, is an American enterprise management software provider, focusing on IT infrastructure applications. BMC was founded in 1980 and is headquartered in Houston, Texas. , Inc. As a result of the partnership, Citrix GoToAssist has achieved validation See validate. validation - The stage in the software life-cycle at the end of the development process where software is evaluated to ensure that it complies with the requirements. status for its remote support integration with BMC (BMC Software, Inc., Houston, TX, www.bmc.com) A leading supplier of software that supports and improves the availability, performance, and recovery of applications in complex computing environments. Software's Remedy Action Request System (AR System). [GRAPHIC OMITTED] The validated solution enables support organizations to implement a best-practices solution that reduces call-resolution time and ensures session data capture directly from within an AR System. For managers, the integration between Citrix GoToAssist and BMC Software's Remedy AR System offers a unified view of an organization's support operations to better analyze data. For support representatives, it streamlines data input, eliminates repetition and simplifies the process of viewing, diagnosing and solving problems. With this solution for BMC Software's Remedy Help Desk, Remedy Customer Support and custom-built Remedy AR System applications, organizations can capture and maintain all of the remote session data, such as the customer Web site entries, times, representative information, resolution statistics, chat transcripts, remote diagnostics Vehicle Diagnostics Vehicle diagnostics enables a mechanic to diagnose the exact mechanical condition of the vehicle and its systems and components. Remote Diagnostics enables to perform such diagnosis without requiring the vehicle to physically be present for checkup. and session recordings in AR System forms. Customer sessions can be reviewed from the Remedy support ticket. All Citrix GoToAssist session information is saved in the AR System and associated with the corresponding support ticket. The customer is not required to pre-install software, and the representative does not need to know the IP address to launch a session. www.gotoassist.com www.bmc.com |
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