Sales Play Reference Guide INTERNAL USE ONLY © BMC Software Sales Play BOMGAR extends BMC’s Service Desk and Service Automation solutions by adding appliance- based remote support and secure chat capabilities, session recording for knowledge management, and both attended and unattended access to remote systems. Integrated with BMC Action Request System and with Service Desk Express, BOMGAR enables support professionals to securely access any CI on any network without requiring pre-installed client software. The BMC and BOMGAR solution significantly reduces incident resolution times and on- site dispatches while improving manageability, overall customer satisfaction, and assuring compliance and security. Value and Impact Reduce resolution times – 50% Reduce on-site visits – 80% Reduce call times – 33% Increase support rep capacity Improve service levels Assure security & compliance BOMGAR extends BMC’s Service Desk and Service Automation solutions by adding appliance- based remote support and secure chat capabilities, session recording for knowledge management, and both attended and unattended access to remote systems. Integrated with BMC Action Request System and with Service Desk Express, BOMGAR enables support professionals to securely access any CI on any network without requiring pre-installed client software. The BMC and BOMGAR solution significantly reduces incident resolution times and on- site dispatches while improving manageability, overall customer satisfaction, and assuring compliance and security. Value and Impact Reduce resolution times – 50% Reduce on-site visits – 80% Reduce call times – 33% Increase support rep capacity Improve service levels Assure security & compliance Sales Play Overview and Value Proposition Elevator Pitch What pain points doesthis solution address? Pain Points What prospecting questions will resonate? Prospecting How is our solution different / better? Key Differentiators Cost, Value and ROI BOMGAR delivers best-of-breed remote support software on an appliance through its concurrent representative licensing model, enabling us to be the leader in cost and value, with an ROI of less than six months 100% Access Rapidly resolve incidents on virtually any configuration item, attended or unattended, regardless of location, across the broadest range of operating systems (Windows, Windows Mobile, Mac, Linux) Depth of Remote Support Capabilities Market-leading suite of support and diagnostic capabilities to speed incident / problem resolution, increase knowledge capture, and improve capacity of support reps Security and Compliance Appliance model, encryption, and session recording give complete control and ensure security and compliance standards are met. Proven, Scalable Solution customers in 48 countries. Cost, Value and ROI BOMGAR delivers best-of-breed remote support software on an appliance through its concurrent representative licensing model, enabling us to be the leader in cost and value, with an ROI of less than six months 100% Access Rapidly resolve incidents on virtually any configuration item, attended or unattended, regardless of location, across the broadest range of operating systems (Windows, Windows Mobile, Mac, Linux) Depth of Remote Support Capabilities Market-leading suite of support and diagnostic capabilities to speed incident / problem resolution, increase knowledge capture, and improve capacity of support reps Security and Compliance Appliance model, encryption, and session recording give complete control and ensure security and compliance standards are met. Proven, Scalable Solution customers in 48 countries. January 2009 Play Objective: Bomgar is fundamental to a successful Service Support & Service Automation strategy by providing integrated, best-of-breed remote support and secure chat, significantly reducing incident resolution times and on-site dispatches while improving manageability, customer satisfaction and assuring compliance. Audience (buying center/roles): Service Desk/Incident & Problem Mgmt, Change Mgmt, Application Support; VP/Director/Manager Top 5 challenges … 1.Inability to efficiently access systems to resolve incidents, regardless of OS or location 2.Inability to interact with end-user from within Service Desk (chat or system control) 3.Rising support costs and lack of standard means to access remote systems / devices 4.Inefficient means of remediation for patch and deployment issues 5.Lack of security, control and ability to prove compliance Top Needs… 1.Reduce / contain support costs 2.Consolidate tools needed to support complete enterprise 3.Improve Mean Time To Resolution 4.Meet increasingly stringent security and compliance standards 5.Improve performance, measurement, and productivity of service and support teams 6.Expedite and simplify knowledgebase and self-help Top 5 challenges … 1.Inability to efficiently access systems to resolve incidents, regardless of OS or location 2.Inability to interact with end-user from within Service Desk (chat or system control) 3.Rising support costs and lack of standard means to access remote systems / devices 4.Inefficient means of remediation for patch and deployment issues 5.Lack of security, control and ability to prove compliance Top Needs… 1.Reduce / contain support costs 2.Consolidate tools needed to support complete enterprise 3.Improve Mean Time To Resolution 4.Meet increasingly stringent security and compliance standards 5.Improve performance, measurement, and productivity of service and support teams 6.Expedite and simplify knowledgebase and self-help Probing for Opportunities: What current collection of tools do you use for remote systems support today? Are they integrated with BMC Remedy or Service Desk Express? Are your reps limited in how they can interact and support remote systems today (chat, two-way file transfer, one-click workflows, reboot / reconnect, attended / unattended)? Do you have systems outside your network or on different operating systems that need support (Mac, Linux, Windows, Windows Mobile)? Do your current solutions require pre-installed software or special firewall configurations? Are you satisfied with monthly costs (if hosted) and TCO over time? Are all support sessions automatically recorded and available for knowledge capture and compliance? Are on-site dispatches driving up support costs and hurting customers satisfaction levels? Probing for Opportunities: What current collection of tools do you use for remote systems support today? Are they integrated with BMC Remedy or Service Desk Express? Are your reps limited in how they can interact and support remote systems today (chat, two-way file transfer, one-click workflows, reboot / reconnect, attended / unattended)? Do you have systems outside your network or on different operating systems that need support (Mac, Linux, Windows, Windows Mobile)? Do your current solutions require pre-installed software or special firewall configurations? Are you satisfied with monthly costs (if hosted) and TCO over time? Are all support sessions automatically recorded and available for knowledge capture and compliance? Are on-site dispatches driving up support costs and hurting customers satisfaction levels?