Helpdesk
The Remedy.com Web site has moved, and is now a part of BMC.com. Although our look has changed, you can still find everything you need to know about the Remedy and BMC® IT Service Support for the Midsized Business (formerly Magic) product lines. Please note that the quick-links below will only be available for a limited time, so be sure to familiarize yourself with the BMC.com navigation and bookmark the pages you visit most often.
With BMC Remedy Service Management applications, you can ensure IT service levels and discover, understand, model, respond, or track IT system problems and business services failures—all to help speed the attainment of Business Service Management (BSM). Our IT Service Management products support industry best practices, including the IT Infrastructure Library (ITIL®), to help measure and communicate the value and impact of IT initiatives on revenue, profits, and shareholder value.
Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge. Yet, in view of today's highly complex and changing IT infrastructures, you must not only effectively streamline your incident and problem management processes, but you must also reduce costs and expedite service while maintaining quality service levels.
Remedy Help Desk is a new Campus Wide Resource. The new help desk program routes service requests to the appropriate support group depending on the requestor and type of request. Below you can read about:
The Life Cycle of a Service Request
How to Request Service
The Remedy Web site
Remedy Help Desk 5.5 is a forms-based case management system. To use it effectively, you must
select the form you wish to use from the Console, such as the Help Desk Cases form. The Console
acts as a "portal" to the application. Once the Console is opened, cases assigned to your Group
are automatically displayed. The Console includes a Bulletin Board, used to display important
system or service information.
In our Linux environment, there aren't a lot of off-the-shelf products we can use. However, the Remedy Help Desk application is great at helping us identify and track issues appropriately. It also lets us communicate out to users, and it's going to be extremely important as we move forward.
MOUNTAIN VIEW, Calif., October 27, 2003 -- Remedy®, a BMC Software company (NYSE:BMC), today announced it will work with IBM Global Services to provide customers with a complete end-to-end service management solution. Based on ITIL® best practices, the solutions will enable companies to effectively manage information technology (IT) changes, assets, and service levels while reducing operating costs.
BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management solutions that empower companies to manage IT from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management.
With the acquisitions of Remedy and Magic Solutions, BMC Software has assembled a suite of tools allowing it to market to virtually any organization size. At the larger end, BMC has integrated the Remedy product line into its Atrium suite, with the underlying configuration management database (CMDB) shared among all components of the Atrium line that have been developed in Remedy's Action Request (AR) language. The BMC Magic Service Desk Suite product line is targeted for organizations with 2500 or fewer employees. Supporting this market has required the development of a reseller network to complement the direct-sales focus of the parent organization. This channel is growing, helping expand BMC's European presence at the lower end of the market.
Remedy Help Desk provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practices, Remedy Help Desk automates your ability to submit, monitor, and manage help desk cases, change tasks, and asset inventory records. It also indicates which business services are impacted by a given incident or problem, letting you determine priorities based on business need.
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