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IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in increased support staff productivity by nearly 40 percent in just 1 month and provided flexibility for adapting application to business processes.
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.
Data center IT help desk service management software is required for organizations of all sizes to improve customer support services and efficiencies, and to maintain high service levels. This paper discusses common support and customer service industry issues which results in degradation of service levels. As one of the common leading solutions to address this market, BMC Remedy Help Desk is presented here as a vendor implementation using the Solaris Operating System. This paper is intended to help business service providers, solution providers, architects, data center administrators, and performance engineers design and deploy high-performance, high-availability, scaled help desk services on the Solaris platform.
Arch Chemicals is a global specialty chemicals company with leadership positions in key markets, as well as a heritage of innovation, unsurpassed customer service, and superior technical support. Arch Chemicals replaced their custom-built help desk with the ITIL-compatible BMC Remedy Service Desk (formerly BMC Remedy Help Desk) to improve root cause analysis, enhance decision making, and prioritize and respond to server events based on business impact. Since the initial implementation, the company has seen an increase in customer satisfaction and in support staff efficiency.
As a financial service provider ALD Automotive (ALD) needs to examine all new applications with regards to security. ALD's requirement was for a comprehensive help desk solution that could go live as quickly as possible but which would offer the security a financial business needs. Flexibility was also a key requirement. ALD only considered a solution that worked in conjunction with Linux, AIX or UNIX. Only after thorough evaluations of the solutions did ALD decide to go for BMC Remedy, the market leader. The new help desk is based on BMC Remedy Help Desk, running on Redhat Linux and an Apache web server.
Since its inception in 1969, Countrywide Financial Corporation has become a leading provider of consumer and business-to-business financial services in domestic and international markets. Previously, Production Technologies Support had 500 help desk and support analysts handling nearly 275,000 cases a month for the loan origination divisions. The consolidation initiative brings the Enterprise Technology and production divisions support organizations under the umbrella of Production Technologies Support, nearly doubling the number of analysts and the number of cases by the middle of 2006, and increasing the number of computer users supported from 30,000 to over 60,000. The Production Technologies Support group has used BMC Remedy Help Desk and BMC Remedy Action Request System (AR System) since 2003.
With nearly 67 percent market share, WebEx is the recognized leader in online meetings and Web conferencing services. When the company was looking for a comprehensive solution that would empower support engineers to provide immediate response to external customer issues and speed the resolution of problems, WebEx chose BMC Remedy Help Desk (a previous version of BMC Remedy Service Desk) to track and manage support calls and tickets.
Customers who have made significant investments in BMC Remedy ITSM applications, such as BMC Remedy Asset Management, BMC Remedy Help Desk and BMC Remedy Change Management, face a consistent set of challenges when trying to align IT infrastructure and services to the needs of the business. This webcast shows you how Marimba can enhance and extend the value of your existing investment in Remedy ITSM applications.
Named after the street in Palo Alto, California, where Bill Hewlett and Dave Packard started an electronics company in a garage, Addison Avenue Federal Credit Union serves employees and family members of Hewlett-Packard (HP), Agilent Technologies and other groups. Addison Avenue wanted a Web-based help desk system designed for mid-sized businesses. Addison Avenue also needed a help desk solution that would work well over the network. The Magic Service Desk Suite, a Remedy IT Service Management solution from BMC Software, fitted the criteria.
With its reputation for quality and reliability, world-class customer service, and innovative technology, IPC has become the specialist upon which financial institutions worldwide depend for world-class trading floor solutions. Maintaining a high level of service in the dynamic financial services industry requires highly skilled people and best-practice processes supported by an advanced enterprise service management solution. For the underlying technology, IPC implemented three components of the BMC Remedy IT Service Management (ITSM) Suite - BMC Remedy Service Desk formerly BMC Remedy Help Desk), BMC Remedy Asset Management, and BMC Service Level Management. IPC turned to Column Technologies, a BMC Solution Provider, for expertise in adapting and deploying the applications.
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