Working with IBM to provide rapid time to value for Infrastructure Resource Management

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.

The combination of Remedy's IT Service Management (ITSM) suite and IBM's IRM Accelerator provides a viable solution for companies to manage and control the growing complexity of their IT environment. Under the terms of the agreement, IBM Global Services will provide reselling, consulting, and implementation services for Remedy's ITSM suite, resulting in rapid time to value for customers. The ITSM suite of applications, including Remedy Help Desk, Remedy Asset Management, Remedy Change Management, and Remedy Service Level Agreements (SLA), automates service-related business processes and delivers out-of-box industry best practices that optimize IT service and support.

IBM Global Services offers Infrastructure Resource Management (IRM) Accelerator, which is a model and methodology for delivering pre-built solutions based on best-of-breed templates. IRM Accelerators consist of Remedy service management solutions, aligned with ITIL best practices. Customers globally will realize improved efficiencies, productivity, and end-user satisfaction by enhanced security features and increased potential for profitable growth throughout the enterprise.

"This solution from two market-leading companies is great news for customers across the board," said Jim Grant, vice president and general manager of Remedy. "Customers around the world will be able to implement a comprehensive and adaptable ITIL solution that combines out-of-the-box ITSM applications with an integrated development environment, providing seamless interoperability."

Beyond the benefits of ITIL compliance, Remedy solutions offer a broader business benefit as part of BMC Software's Business Service Management (BSM) initiative. BSM helps companies move beyond traditional IT management to manage their business critical services from both an IT and business perspective.

In a recent study conducted by Gartner, Inc., analysts Deb Curtis and Donna Scott outline the key benefits of BSM. According to their research, "Enterprises that mature their processes and implement BSM will find significant value in operational efficiency and credibility with the business units."¹

Remedy's ITSM suite plays a key role in establishing a service management process as part of BSM, enabling the IT staff to manage IT changes, assets, and service level agreements, as well as understanding the business relevance of IT events as they occur and respond accordingly.

Remedy and IBM Global Services will enable companies to move to this new paradigm more quickly through the use of the templates delivered with IBM's IRM Accelerator that leverage Remedy's ITSM suite.

About Remedy
Remedy, a BMC Software company headquartered in Mountain View, California, provides Service Management software that enables organizations to automate and manage internal and external service and support processes. The Company's out-of-the-box, best practice applications help customers align service and support with business objectives. These applications - including Remedy Help Desk, Remedy Asset Management, Remedy Change Management, Remedy Service Level Agreements, and Remedy Customer Support - improve service quality, control assets and change, and reduce costs. All Remedy applications are built on the company's highly flexible Action Request System development platform, allowing customers to easily adapt Remedy solutions to meet unique and changing requirements.

Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. More than 7,000 Remedy customers worldwide employ solutions developed throughout the company's 13 years of product evolution and investment. Locate additional company and product information at http://www.remedy.com/.