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Service Desk Express & Magic Service Desk

Our Commitment to You, Our Customers

With millions of service requests fulfilled, thousands of processes automated, and hundreds of innovative customer-driven enhancements, you have come to rely on BMC Service Desk Express (SDE) to support your business.  We appreciate your commitment to SDE and will continue to support you through May 2017, after which the product will be retired. Our decision was based on the evolving IT service management market and the rationalization of our portfolio related to our recent acquisition of Numara Software. 

What does it mean for you as a customer?

  • First, you don’t have to do anything at this time.
  • You can be confident that BMC will continue to support your use of SDE for many years to come.
    • You will be able to pay for and receive support and additional user capacity through May 2017.
    • If you are current on maintenance, you will get product enhancements in the coming year consistent with the current roadmap.

We want to give you, our customers, sufficient time to plan the future evolution of your service and support organizations. That’s why we are providing significant advanced notice of this change. BMC is committed to working with each of you on a solution that moves your business forward — at a time when you are ready. Meanwhile, we will apply our collective experience gained from years of working with our SDE customers to enhance our portfolio of solutions. 

When you are ready, we want you to know that you have choices.

  • Move to the cloud. We will help you move to BMC Remedyforce, the innovative SaaS solution from BMC and Salesforce.com.
    Key incentives include:
    • Credit for pre-paid, unused maintenance
    • Aggressively priced on-boarding services
    • Additional functionality — without added costs  (for most current customers) — if you commit before June 4, 2012.  The first 100 SDE customers to transition to Remedyforce will receive a credit for on-boarding services.
    • Future TCO savings
  • Stay on premises. If you require an on-premises solution, we have a migration path to BMC FootPrints that takes into consideration your existing SDE investment. 

Don’t let other companies fool you. BMC is committed to your continued success.

Let BMC help you find the right solution to meet your future needs — and know that you have a significant time to decide the best path forward.

  • Confidence and trust – With more than 25,000 customers and 20 years of market leadership, we’ve learned a great deal about what it means to build and support effective ITSM solutions.
  • One size does not fit all – We provide a range of solutions to address your needs. The demands placed on IT support teams vary greatly from organization to organization. Let us help you find the solution that works for you.
  • Extend your investment – Our IT solutions include a range of integrations that allow you to significantly extend the impact of the support your teams provide.

 
Talk to an ITSM Specialist
 

Call us: 1-855-834-7487

Request a call back

 
More information
 

Datasheet:  Our Commitment to BMC Service Desk Express Customers

 
BMC Remedyforce
 

BMC Remedyforce

IT help desk - in the cloud. Simple. Modern. Scalable. Intelligent.

Learn more

 
BMC FootPrints
 

See how BMC's new on-premises service desk solution streamlines, automates, and improves IT operations.

Learn more.

 
BMC SaaS
 

Explore BMC SaaS IT management solutions

Learn more