Company: Citrix GoToAssist, Santa Barbara, CA
Company Description: Citrix GoToAssist – Simplify IT support, resolve technical issues fast, increase customer satisfaction and lower costs. GoToAssist delivers service desk management, remote support and IT monitoring – all from one user interface. Customize GoToAssist to fit your unique business needs — choose one module, two or all three to deliver a remarkable support experience.
Nomination Category: Products & Product Management Awards Categories
Nomination Sub Category: New Product or Service of the Year - Software - Systems Management Solution

Nomination Title: Citrix GoToAssist

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and performance to date:
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The challenge:

Today, there are more apps, devices and distributed workers than ever before. This has placed greater demand on IT departments to provide fast technology support to end users while delivering a great customer experience. Whether it’s the need to log and track a service request, provide remote support to a computer or mobile device, or monitor servers, support professionals have typically used separate technology systems and services to access the tools they need to resolve support issues for their end users.

Trends show that cloud-based solutions delivering key support functions from one integrated platform can simplify the role of IT professionals and solve these challenges. 

Until now, there hasn’t been a cloud-based technology solution that provides this. 

The solution: 

Citrix GoToAssist Service Desk, introduced in October 2012, is the first cloud-based, integrated solution to meet this market need. Citrix Service Desk is an IT support tool that provides a simple, intuitive way to effectively manage IT service desk operations. The product enables support professionals to easily log, track and resolve incidents; manage configuration changes, releases and workflow; and deliver end-user self-service.

Designed to enable support professionals to painlessly follow ITIL best practices, it allows IT professionals to manage and resolve incidents quickly and efficiently without having to build standards-based processes from scratch. It intelligently routes incidents and assigns support priorities through an enjoyable-to-use, visually-attractive interface.  Custom-branded self-service support portals can be easily set up to deliver knowledge and tips when and where users need it - easily communicating and managing IT infrastructure changes and releases to ensure seamless updates to systems.

The value of the integrated toolset:

GoToAssist provides an ideal set of services for IT organizations still juggling the complexity of providing key support functions using separate tools.

GoToAssist now delivers all these critical IT services from one integrated toolset:

•GoToAssist Service Desk: To log and track incidents, deliver end-user self-service and manage configuration, changes and releases.

•GoToAssist Remote Support: To deliver on-demand support and access unattended servers and workstations.

•GoToAssist Monitoring: To proactively inventory, monitor and manage your entire IT infrastructure, including critical servers and services.

GoToAssist Service Desk is available separately or integrated with the GoToAssist toolset that includes Remote Support and Monitoring tools. 

Performance highlights:

•Using Citrix Service Desk, nationwide retail chain Noel Leeming Group reduced outstanding call backlog by 25%.  The company previously used Lotus Notes and in-house applications but was unable to manage the call volume.  After trialing Service Desk, the company found it very useful and effective and switched immediately. Set up was easy with no training required.

•Fronde, provider of IT services, chose Citrix Service Desk to replace its antiquated service desk software with a user-friendly tool that followed ITIL framework without excessive processes.  With its ease of use, feature set simplicity, and minimal training required, technology is no longer a focus and the team can concentrate on delivering service.

•Snapper provides contactless smartcard technology and chose Citrix Service Desk for a no risk, low effort system that could be easily adopted.

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Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

Dan Lee is Senior Product Line Director for the IT Support line of business at Citrix and the leading innovator behind the new Citrix Service Desk product. Lee effectively led a cross functional product development and management team to seamlessly integrate service desk functionality into the Citrix GoToAssist toolset. An energetic, web-savvy, enthusiastic and pragmatic IT executive with over 15 years of experience in the IT sector, Dan is an ITIL certified master who has managed a raft of mission critical IT operations for a number of businesses. Prior to Citrix, Dan founded successful service management technology company Beetil, developing the core Service Desk functionality and later integrating this technology into the new GoToAssist toolset.