Oct

172012

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: Log and track incidents, deliver end-user self-service and manage problems, changes, releases, knowledge and IT assets.
  • GoToAssist Remote Support: Deliver on-demand support and access unattended servers and workstations.
  • GoToAssist IT Monitoring: Proactively inventory, monitor and manage your entire IT infrastructure, including critical servers and services.

GoToAssist Service Desk

GoToAssist Service Desk is available now from the Citrix website either as a separate module or integrated with the other GoToAssist modules.

Features:

  • Manage and resolve incidents quickly and efficiently, without having to build standards-based processes from scratch
  • Intelligently route incidents and assign support priorities through an enjoyable-to-use, visually-attractive interface
  • Provide custom-branded self-service support portals to deliver knowledge when and where users need it
  • Manage IT infrastructure changes and releases to ensure seamless business updates
  • Follow ITIL best practices (without unnecessary process getting in the way)
  • Integrated with GoToAssist Remote Support – start live support sessions from within incidents and transfer session information directly into an incident to maintain a complete record of the support delivered. Recordings of sessions can also be tied to incidents
  • Integrated with GoToAssist IT Monitoring – key system health and performance alerts can be tied to an incident and assigned to a support professional for immediate attention (feature available in Q1 2013)

Benefits:

  • Deliver exceptional end-user support
  • Empower self-service – lets end-users submit and track support requests and view knowledge-based articles, freeing up service desk and reducing incident rates and resolution times
  • Improve productivity, increase efficiency and track time spent solving incidents
  • Gain total visibility of entire IT support services, accelerating issue resolution time
  • Better support mobile workstyles and BYOD initiatives
  • Streamline support workload among IT support team members
  • Remove the complexity and time to implement ITIL best practices
  • Gain efficiencies of a single platform solution by integrating with GoToAssist Remote Support and Monitoring modules

Quotes

"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).

About Citrix

Citrix (NASDAQ:CTXS) transforms how businesses and IT work and people collaborate in the cloud era. With market-leading cloud, collaboration, networking and virtualization technologies, Citrix powers mobile workstyles and cloud services, making complex enterprise IT simpler and more accessible for 260,000 organizations. Citrix products touch 75 percent of Internet users each day and it partners with more than 10,000 companies in 100 countries. Annual revenue in 2011 was $2.21 billion. Learn more at www.citrix.com.

For Investors

This release contains forward-looking statements which are made pursuant to the safe harbor provisions of Section 27A of the Securities Act of 1933 and of Section 21E of the Securities Exchange Act of 1934. The forward-looking statements in this release do not constitute guarantees of future performance. Those statements involve a number of factors that could cause actual results to differ materially, including risks associated with the impact of the global economy and uncertainty in the IT spending environment, revenue growth and recognition of revenue, products and services, their development and distribution, product demand and pipeline, economic and competitive factors, the Company’s key strategic relationships, acquisition and related integration risks as well as other risks detailed in the Company’s filings with the Securities and Exchange Commission. Citrix assumes no obligation to update any forward-looking information contained in this press release or with respect to the announcements described herein.

The development, release, timing and combination of any features or functionality described for our products remains at our sole discretion and are subject to change without notice or consultation. The information provided is for informational purposes only and is not a commitment, promise or legal obligation to deliver any material, code or functionality and should not be relied upon in making purchasing decisions or incorporated into any contract.

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Citrix®, GoToAssist® and Beetil are trademarks or registered trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the U.S. Patent and Trademark Office and in other countries.


1. Gartner, IT Service Desk Software-as-a-Service Vendor Landscape. Jarod Greene and Jeffrey M. Brooks, 28 October 2011.
Citrix is truly trying to make products that can be easily used and provide a one-stop shop for IT support needs.
- Rob Brothers

Program Director, Software and Hardware Support Services

IDC

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