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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.
Remedy AR User call tracking system is used by various support organizations across the campus to log, track, and resolve issues within and between their departments.
Remedy is primarily a problem/request tracking system. It allows an organization to track information about itself as well as internal and external requests placed upon the organization. This information is tracked using various Remedy applications such as the Asset Management, Service Level Agreements, Change Request, and Help Desk applications.
Remedy, in its first announcement since being sold last fall by Peregrine to BMC Software, will announce its IT Service Management suite, or ITSM 5.5. The suite automates help desk functions such as trouble ticketing, manages assets and changes across desktops, and lets network managers track service-level agreements against IT performance. The software also includes new workflow features that customers can customize with information about their internal processes and assets.
WebEx Support Center is a hosted, remote support solution that reduces support cost while maintaining quality of support. Whether you're supporting customers around the world or a global workforce, WebEx Support Center enables your support staff to view, diagnose and solve problems for anyone around the world, across any firewalls, on any operating system, on any browser. When deployed with Remedy AR, you can better align IT incident management process to keep critical systems available and improve customer satisfaction.
Operations Technical Specialist to provide technical support and customizations of our BMC Remedy
Service management software solutions provider Remedy has announced the launch of its HelpDeskIQ product in Europe, the Middle East and Africa.
This paper will discuss how BMC Remedy Action Request System (AR System) can scale within an enterprise environment and how, by combining additional hardware resources with some of the scaling features of BMC Remedy AR System, one can create a truly worldwide enterprise application. BMC Remedy AR System has been designed to scale to the limits of its Central Processing Unit (CPU), memory, and disk sub-system configurations. This paper focuses on those features that can help make BMC Remedy AR System scale as application demand, or breadth of applications, increases in an organization.
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than tactically--dramatically improving profitability, resolving problems faster, and improving end-user productivity. Find out why only a third of companies are satisfied with their support desk investments, and why automating diagnostic data gathering can be an important part of the solution. Discover a quantum leap in help desk thinking--download your free copy now.
As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency and productivity, while minimizing costs, have always been key objectives. Such considerations were a major factor behind the strategy to integrate its disparate help desk systems. TOTAL UK selected the BMC Remedy Service Desk solution because of its ease of integration, out-of-the-box readiness, and scalability. Return on investment was also important when planning the project, and TOTAL was able to evaluate and cost the tangible benefits that BMC Remedy Service Desk would deliver against the help desk systems already in place.
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