2. Contents Self-Service – End user submits a ticket and starts a Bomgar chat session Phone Support – Service Desk Rep starts a Bomgar session from a submitted ticket Details & Configuration

3. Self-Service End User submits a incident on Service-now – Service Catalog – CMS Portal

4. Get Support Now End user has an option to “Get Support Now” Begins a Bomgar chat session inside SNC

5. Service Desk Rep’s View of Incoming Chats End user is placed in the general queue Incident Details are passed into Bomgar – Short Description, Customer Name, etc.

6. Service Desk Rep’s View of Session Options to start a screen sharing session, file transfer, pull back system information, or run commands on the users computer’s command prompt

7. Service Desk Rep’s View of Screen Sharing

8. Service Desk Rep’s View of File Transfer/System Info Pull back advanced system information about hardware and software configuration Transfer files to and from the remote machine

9. Update Incident with Bomgar Session Info Related list at the bottom of the incident form points to related Bomgar session records

10. Phone Support Service Desk Rep submits an incident on Service-now and starts a Bomgar Session

11. End User Starting Bomgar Session An end user can either go to the Bomgar module in Service-now or go to the site directly to enter the session key

12. Details & Configuration Easy Installation! Upload and Commit Bomgar v1.0 Integration update set to Service-now instance Create dedicated API user on Bomgar and outbound event handler Use Bomgar properties page on Service-now to setup for specific Bomgar site