xMatters, inc. has announced its most comprehensive software release to date, version 5.0.

Clients will find hundreds of new additions to their on premise xMatters (alarmpoint) relevance engine, now called the xMatters (IT) engine, including updates to the user interface to increase end user adoption, and enhancements to scheduling to improve the targeting of alerts. Additional improvements are best in class scenario security, improved attachment support, (find you) conferencing which allows for real time, instant voice conferencing, and enhanced scenario reporting.

The 5.0 release also supports automated data synchronization with the xMatters on demand offering so clients can leverage the cloud for scalability, failover, and recovery processes. While many of the benefits of version 5.0 are under the hood, clients will immediately see the improved performance that is provided by optimizations to the message bus, a more advanced prioritization scheme, and leveraging cloud-based notification services.

xMatters version 5.0 for new installs on Linux and Oracle platforms was made available January 31, 2012, and upgrades for current clients will occur over the next six months. Techport consultants will continue to digest the new release and publish interesting news to our followers. In the meantime, if you would like to learn more, please contact us.

Since the 11.1 release in July, Bomgar has introduced three new enhancements to their product:

• October 18, 2011 - Bomgar iOS Customer Client Offers Expanded Remote Support Features for Apple iOS Mobile Devices. The Bomgar solution already enables support technicians to push configuration profiles to an end-users iOS device, automating routine support tasks such as email and Wi-Fi settings configuration. With the Bomgar iOS Customer Client, Bomgar users will now be able to:
  
  • Co-browse with screen sharing – See the same active screens as the end user via a web browser, allowing technicians to diagnose and troubleshoot issues with web-based applications
  • Push web resources – Push URLs containing tips, knowledge articles or key status updates
  • View screen shots – View snapshots of the iPhone or iPad screen captured by the end-user to gain further insight into the problem
  • Chat with the end-user – Conduct a secure chat session on the iOS device
• November 8, 2011 - Bomgar Introduces Collaborative Remote Support Consoles for the iPhone and Android Tablets and Phones. Bomgar’s suite of mobile rep consoles, which includes the popular iPad® Rep Console, allow support technicians to access, view and fix a remote computer or mobile device directly from their tablet or smartphone. By enabling technicians to provide support from anywhere at any time, support organizations can increase efficiency and flexibility, resulting in faster time-to-resolution and more satisfied customers.
• November 29, 2011 - Bomgar leverages Intel technology to extend remote support below the O/S. One of the most exciting announcements has been the Bomgar and Intel work around the VPro chip set and the enablement to support, remotely troubleshoot and resolve issues below the operating system level. Once an Intel vPro Technology-enabled device is deployed, a support organization simply needs to configure the Bomgar utility to match the settings. Support technicians can then use their centralized Bomgar solution to remotely access and control desktops and laptops at the sub-OS level, even when the devices aren’t turned on. Bomgar users can now access devices powered by Intel® Core™ vPro™ processors to:
  
  • Power up or down and reboot devices
  • Read and update the BIOS
  • Reimage the drives
  • and more, all from a remote location

As a result of these upgrades, IT service desks can further reduce onsite visits and decrease end-user downtime, simultaneously increasing technician productivity and customer satisfaction. Interested in learning more about the Bomgar solution? Contact Techport Thirteen and we would be happy to answer your questions.

...that if you have setup the Service Request Catalog (SRC) to work with HP Service Manager v9.30 in demo mode, you will need to have the “SOAP API” capability word in any operator record that will be using Service Catalog. This capability word needs to exist in addition to the service catalog-related capability words that are noted in the product documentation (i.e. service catalog, etc).

If you fail to add this authorization to the desired end-user accounts, the same accounts will not be able to access the Service Catalog. Only the ID used as the admin account defined for the serviceManager.adminCredentials property in the applicationContext.properties file will have access.