Samanage Adds Remote Support
Service desk staff can now troubleshoot problem machines remotely to expedite issue resolution
ROSEVILLE, CA — June 13, 2011 —
SAManage, a premier provider of SaaS-based IT management software, in partnership with NTRglobal, an expert in cloud-based remote support and IT automation software, today announced the introduction of SAManage Remote Support, an integrated remote access solution for its IT asset management and IT service management application.
Designed for service desk users, SAManage Remote Support, powered by NTRglobal, enhances the productivity and workflow efficiency of service desk agents. This cloud-based, always-on support tool allows service desk staff to initiate secure remote connections from anywhere. Once connected to a remote system, IT staff can view its desktop and interact with it as if it were connected to a local network, reducing customer support costs and speeding issue resolution.
SAManage Remote Support is the latest in a series of mobile market offerings from SAManage. Building on its widely used and well regarded SaaS ITAM/ITSM product, SAManage’s mobile solution suite is poised to bring a new dimension of power and convenience to IT asset and service management, and SAManage Remote Support is expected to be quickly embraced by users.
“Reducing support costs and time-to-resolution is an ongoing concern for our customers,” said Hans Van-Stek, General Manager, EMEA. “With the introduction of SAManage Remote Support to our roster of mobile offerings, we’re pleased to give our users a new way to quickly resolve technical problems, whether support issues originate down the hall or halfway around the globe.”
In developing the new remote support system in partnership with NTRglobal, SAManage engineers have been careful to ensure that it dovetails perfectly with the company’s anywhere, any device mobile philosophy. According to Kessler, NTRglobal’s VP of Global Business Development, “The NTRglobal API architecture lets SAManage develop a streamlined application that can be accessed by any device over any web browser to provide customer support.”
“SAManage Remote Support is a great example of the power and flexibility of SaaS integration,” adds Hans Van-Stek. “NTRglobal has created a feature-packed remote support solution that integrates seamlessly with SAManage, allowing us to deliver this important innovation to our users with the confidence of knowing the underlying system has been developed and extensively tested by the expert engineers at NTRglobal, a recognized leader in the field.”
SAManage Remote Support is available immediately for SAManage IT Service Management users though their SAManage account.
Millions of users rely on NTRglobal’s flexible, modular Service Desk and Support Ultimate to manage hundreds of thousands of devices. The NTR Cloud integrates seamlessly with MSPs, enterprise help desks and OEM partners to deliver global IT management, automation, remote access and support services. Data transfer and storage are protected through the extensive NTRglobal SSL network and ISO 27001-certified data centers spanning the Americas, EMEA and Asia Pacific
Samanage, the service success company, is the most reviewed and highest rated IT service desk solution. We are redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based employee service management platform is smart, easy to use, and inspires companies ranging from startups to global market leaders to simplify complex tasks and automate services across their entire organization. With more than 2,000 customers around the world in a variety of vertical markets, our software can be tailored to meet specific service needs.