Citrix GoToAssist Delivers “One-Stop Shop” for IT Support
New Cloud-Based Service Desk Offering Integrates with Remote Support and Monitoring to Simplify IT Support
BARCELONA, Spain — Today at Citrix Synergy™, the conference where mobile workstyles and cloud services meet, Citrix debuted GoToAssist Service Desk, its newest cloud-based IT support tool. The new offering provides a simple, intuitive way to more effectively manage IT service desk operations. GoToAssist Service Desk enables support professionals to easily log, track and resolve incidents; manage configuration changes, releases and workflow; and deliver end-user self-service. This follows the company's recent acquisition of Beetil, a privately-held cloud-based service desk technology provider.
Designed to enable support professionals an-easy-to-use solution that follows Information Technology Infrastructure Library (ITIL) best practices, GoToAssist Service Desk is available separately or integrated with the GoToAssist Remote Support and Monitoring modules. Until now, there has not been a single integrated cloud-based tool that covers the critical functions of delivering assistance to people and technology. The expanded GoToAssist toolset meets this need by providing an ideal set of services for organizations juggling the complexity of IT support.
"We're simplifying IT support by providing easy, affordable access to one set of purpose-built support tools. GoToAssist now provides three essential cloud-based tools to enable IT pros to be more efficient and effective every day," said Elizabeth Cholawsky, VP/GM of IT Support line of business, Citrix. "Tracking workflow of live support sessions can now occur automatically and live support to people and technology can be initiated directly from our new Service Desk module. We revolutionized the support market ten years ago with the introduction of Citrix GoToAssist and now once again with our integrated cloud-based solution, we're defining the next wave of IT support."
Simplifying IT management
The proliferation of BYOD and applications, combined with increased mobility in the global workforce, has placed greater demand on IT than ever before. Adding more challenge is the volume of standalone tools and services that are available to deliver IT support. By combining ITIL-based service desk capabilities with the company's industry-leading GoToAssist Remote Support and Monitoring modules, IT can do more with less while still providing a great customer experience.
According to recent research by Gartner Inc., by 2015, 50% of all new IT service desk tool purchases will utilize the SaaS model.
Manage Everything IT with Citrix GoToAssist
The Citrix GoToAssist modules now include:
GoToAssist Service Desk
"Citrix is truly trying to make products that can be easily used and provide a one-stop shop for IT support needs. With the future addition of help desk functionality, technicians will be able to receive work orders and troubleshoot those issues through one portal, which in turn should reduce the time to close and resolve incidents. Providing customers with the ability to access cloud-based applications for support services is an excellent solution for customers that want the flexibility to expand or contract their contracts as they see fit. Look for Citrix to have these capabilities embedded into its GoToAssist product line in the near future." Rob Brothers, Program Director, Software and Hardware Support Services, IDC.
"We're focused on providing fast, effective IT management services to small businesses. GoToAssist Remote Support and Monitoring has already helped us reduce costs by 60% and enabled us to keep prices affordable for our clients. We're looking forward to the new service desk product to help keep our workflow process as smooth as possible. With other service desk solutions, we've had two separate and non-integrated systems to track our work. Having a help desk integrated right into our support application will streamline our workflow and help our team utilize all the tools fully." Bryan Brooks, IT Manager, SPRT IT solutions (subsidiary of Spain, Price, Reader & Thompson) (Houston, Texas).
"As the fastest growing dental supply company in Canada, our success really depends on our ability to deliver service excellence every day. Using GoToAssist Remote Support, we've been able to provide responsive support and technical assistance to our clients across the provinces. The addition of service desk functionality, integrated directly to our existing Citrix support product, would enable us to increase our efficiency significantly. We're looking forward to trying it out." Gary Ward, IT Manager, Sinclair Dental Co. Ltd (Vancouver, BC).
"The integration of GoToAssist Remote Support and GoToAssist Monitoring into our business has enabled our IT team to have maximum visibility into the company's entire IT infrastructure. The addition of an integrated service desk tool seems to be a unique and logical extension of the GoToAssist offering." Peter Maljaars, Global IT Services and Infrastructure Manager, O'Neill (Warmond, The Netherlands).
Citrix is truly trying to make products that can be easily used and provide a one-stop shop for IT support needs.
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