BMC Remedy Application Administration Service BMC offers Remedy Managed Services, designed for customers who recognize the risk of a poorly managed business-critical application. Achieving your IT service levels depends on the availability of your Remedy applications. With BMC’s Remedy Administration Service, you get a designated team of trained Remedy technical experts, proactively administering your Remedy application 24 hours a day, every day of the year. BMC Managed Services have the upward scalability to meet the requirements of the largest enterprises, and the downward scalability to meet the constraints of midsize businesses. While your personnel are focusing on using the Remedy application, BMC provides the people, process and technology to deliver a fully functioning, proactively administered Remedy solution as an ongoing management service. For customers assessing their in-house administration team and identifying potential resource gaps and risks to maintaining a highly-functioning ITSM solution, BMC Managed Services provide a compelling alternative. Enterprises that need a highly-functioning ITSM solution now, but lack the resources, time, and/or budget to move aggressively to support a solution in house see tremendous value in eliminating the need to hire, train and retain internal BMC technology experts. Service Features Software Implementation Services Designated Service Team Remedy Application Monitoring Global Service Desk Application Health Check With BMC’s Remedy Administration Service, BMC elevates its role from technology vendor to complete solution provider with a vested interest in your success. Throughout the service relationship, BMC steps up to the plate to help you drive maximum business value through BMC technology. You may find that your in-house capabilities are not currently of sufficient breadth and depth to handle the evolved role of ITSM. You may also find that building the needed capabilities in house is just not a viable option for your organization. BMC Remedy Administration Service gives you an alternative. With BMC as your partner in ITSM, you’ll be fully prepared to take on the evolving role of ITSM, now and into the future. To learn more, download the datasheet. Software Implementation Services From a software implementation perspective, BMC’s Remedy Administration Service does not change the way your software is configured and implemented. You still will have the ability to have a dedicated Remedy solution, configured to meet your unique business requirements. BMC Consulting Services is available to evaluate your implementation or upgrade requirements. Once your Remedy environment is designed and implemented, your Remedy solution will be activated and BMC will take on the management, maintenance, and administration of your solution and environment on an ongoing basis. Essentially, BMC Managed Services becomes part of your “virtual” IT team (based on a remote delivery model). As a software company, we realize that the most important priority for our clients is to get the “business value” out of their software technology investment. We believe our Managed Service offerings allow our customers to do just that. Designated Service Team Your designated service team consists of people who are highly trained and experienced in configuring, administering, and implementing BMC Remedy software. Many of our service specialists have critical ITIL and Remedy technical certifications. This team performs routine administration functions as well as expert configuration of applications, ensuring that process automation tools accurately reflect your business. In addition, our technical development team is available to perform remote software enhancements to implement requested changes to improve the overall functionality of your implemented solution as your business requirements evolve and mature. The team takes responsibility for all incident, problem, and change management of your ITSM applications. BMC’s Global Service Desk tools include Remedy Change Management version 7, deployed as a core service support solution to ensure that all customer ITSM application changes are performed and documented using repeatable, best-practice, and auditable processes. Your Remedy application changes are thoroughly tested before release into production. Your service team adapts your ITSM environment to meet changing business conditions and helps you transition to BSM. Round-the-clock global coverage with local representation is core to the service. Remedy Application Monitoring BMC’s Service Operations team employs real-time availability and performance monitoring on all your BMC Remedy ITSM applications. Bundled availability monitoring technology helps ensure performance against SLAs. Backed by industry-leading BMC application management and administration tools, the team can address problems proactively and resolve them before they result in interruption of ITSM application services. Comprehensive reports detailing availability, performance, response time, incident management, and licensing demonstrate the success of the service and provide vital information for continuous improvement. Global Service Desk Responsive support is achieved with BMC’s Global Service Desk. We provide a single-point portal for all user service and software requests. Access by telephone, e-mail, and web-enabled interface is available 24/7. Support personnel are backed by BMC latest version Remedy incident, problem management and change management applications. Acknowledgement, response, and resolution times are backed by SLA targets. Application Health Check A service activation phase encompasses a system health check to review the current state of your existing Remedy solution. The next phase involves setting up ITSM application monitoring and secure VPN connectivity. The final phase involves an in depth Service Readiness Review, and setting up customer users and training them to use the Customer Care Center.