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BMC Software Delivers Tools for Adapting Service Management Applications to Business Requirements
SUNNYVALE - Calif., (December 7, 2004) - BMC Software, Inc., [NYSE:
BMC], today announced the availability of Remedy Developer Plus, a visual developers'
tool that makes it easy to create, maintain, and evolve business processes
managed through Remedy® Action Request System® (AR System®) applications.
In addition, Remedy Developer Plus allows developers and administrators to
understand the causal relationship between objects in AR System, making it
easier to adapt applications as business needs change over time.
With more than 14 years of continuous development and evolution, AR System is the fastest, most cost-effective way to automate key service processes and improve service levels throughout an organization. With its request-centric, forms-driven, workflow-based architecture, the AR System development environment is optimized for efficiencies in automating service-related business processes, such as entering, tracking, and resolving service requests. Remedy Developer Plus offers a visual representation of the relationship between AR System objects that form an application, allowing developers to navigate, analyze, document, and manage all these objects. This capability increases developer productivity and efficiency, and enables them to adapt processes more quickly when changes occur.
Remedy Developer Plus complements AR System as the technology platform for
Service Process Management (SPM). SPM provides a comprehensive, end-to-end
solution for automating, managing, and monitoring service processes. SPM uses
a phased approach to create a lifecycle for designing, deploying and updating
critical service processes. By following the four phases of the lifecycle—automate,
integrate, adapt, and manage—developers can guarantee that service processes
always meet delivery requirements regarding availability, predictability, accountability,
and quality of service.
Objects in Remedy Developer Plus can be represented in both a tree-style view for easy display and navigation of object relationships or in an execution-flow view that lets developers understand and trace through the execution of a set of workflow. In addition, developers can search for AR System objects based on a number of different criteria such as the name, type, field ID, and relationship to other objects. Remedy Developer Plus enables developers to increase their productivity and efficiency and adapt applications as business needs change over time through the ability to:
- Gain visibility into the structure and flow of applications;
- Understand and troubleshoot application workflow faster;
- Predict impact of changes to data model and workflow;
- Analyze and optimize applications to follow best-practice standards; and
- Document applications for reference in future changes.
“Service processes are, by their nature, people-centric, and therefore
cannot be fully automated. The Service Process Management lifecycle provides
a repeatable approach to enable companies to optimize their service processes
and ensure the highest levels of customer service,” said Kelly Blice,
senior manager of product marketing for BMC Software's Service Management business
unit. “With
Remedy Developer Plus, we strengthen the adapt phase of the lifecycle to help
developers adapt, change, and evolve their automated service processes over
time, therefore responding more rapidly to business requirements.”
Remedy Service Management software solutions enable organizations to align internal and external service and support processes to business goals. More than 10,000 customers worldwide, from small and mid-sized businesses to global enterprises, have chosen Remedy IT Service Management and Customer Service and Support software to automate their support processes, improve service levels, manage assets, and lower costs. The highly flexible, best-practice applications enable enterprise-wide Business Service Management, and allow customers to easily adapt to unique and changing requirements. The AR System platform is the fastest, most cost-effective way to automate key business processes and improve service levels throughout an organization.
BMC Software customers using Remedy solutions include 80 percent of Fortune 100 companies and 50 percent of Global Fortune 500 companies. Customers worldwide have employed solutions developed throughout the 14 years of Remedy product evolution. Locate additional information at www.remedy.com.
BMC Software, Inc. [NYSE:BMC], is a leading provider of enterprise management solutions that empower companies to manage their IT infrastructure from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2004 revenues of more than $1.4 billion. For more information about BMC Software, visit www.bmc.com
Public Relations Contacts:
Tamara Doney
Remedy
(916) 645-6233
tamara.doney@remedy.com
Julie Redard
Porter Novelli for Remedy
(617) 897-8234
julie.redard@remedy.com
BMC Software, the BMC Software logos, and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc. All other trademarks or registered trademarks belong to their respective companies. © 2004, BMC Software, Inc. All rights reserved. |
