Citrix Systems has launched GoToAssist Service Desk, a cloud-based platform to manage IT service desk operations. Coupled with Citrix's existing IT management brands -- GoToAssist Remote Support and GoToAssist IT Monitoring -- and it's clear the company is trying to create a complete cloud suite for MSPs to remotely manage and support customer systems. Also of interest: MSP industry veteran Brian de Haaff is deeply involved in Citrix's strategy.
According to the company:
"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."
I think it costs about $50 per IT technician per month -- with no fee for all the users that the technician needs to support.
Citrix is entering a very hot -- but very crowded -- market, where dozens of technology companies now offer IT service desk, help desk and NOC (network operations center) solutions to MSPs.
But Citrix has a bigger strategy in mind. The company now has three integrated offerings for MSPs:
- 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 IT infrastructure, including critical servers and services.