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Business Challenge
It is important that IT solutions add value by activating business and impacting the bottom line. Selecting the right service desk or help desk for managing operations can help accomplish this goal. Midsized businesses need to move from homegrown and legacy help desk tracking software to more fully integrated service desk solutions that support ITIL® best practice methodologies. The right ITIL service desk software can deliver improved financial performance, increased manageability, and organizational alignment.
Business Need
- Align people, processes and technology to improve operational efficiency and become more proactive
- Improve accountability and visibility of IT service and support
- Automate the help desk process utilizing browser-based ITIL service desk software
- Reduce costs and incident call volume by implementing service management software
- Decrease help desk response and resolution times and improve customer satisfaction
Our Solution
BMC Service Desk Express Suite (previously known as Magic Service Desk) automates service desk processes and lowers cost of support operations. This customizable service management solution combines best-in-class help desk software with core ITIL® best practices. This suite provides powerful workflow and reporting capabilities. It includes Integration Engine, which has out-of-the-box connectors (ODBC, SNMP, XML, LDAP/ADSI) to integrate Service Desk with other BMC products and third-party applications.
Key Features & Benefits
- Connects requests to people, places, and assets efficiently through browsers and e-mail using a fully integrated help desk system
- ITIL service desk software automates service and request processes and supports core ITIL best practices
- Adapts easily to changes in your business with point-and-click customization and can be used wherever service or request management is required
- Saves you time and money on implementation and administration, reduces your overall cost of support, and is easy and quick to implement
- Provides 24x7 access to technicians and end users through a flexible browser-based help desk solution
- Reduces call volumes and increases satisfaction with Self-Service Help Desk included at no extra charge
- Keeps you informed about your service management business with reports on service response times and average response rates
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Brochure
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BMC IT Service Support
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BMC Business School Course Catalog
(pdf)
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BMC Educational Services
(pdf)
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Datasheet
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BMC ITSM Express
(pdf)
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BMC Alignability for Service Desk Express
(pdf)
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TotalBase Data Sheet for Magic
(pdf)
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BMC Service Desk Express Client Services
(pdf)
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BMC Service Desk Express Integration Engine
(pdf)
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Success Story
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BMC Service Desk Express Suite Helps Euler Hermes Standardize User Support and Incident Management
(pdf)
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ICTU Launches BMC Service Desk Express Suite in Just Six Weeks
(pdf)
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ClubCorp Balances High Tech and High Touch with the Help of BMC Service Desk Express Suite
(pdf)
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One of the Worlds Leading Financial Custody Solution Providers Turns to BMC Software for Best-Practice IT Service Management
(pdf)
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Johns Hopkins Bloomberg School of Public Health provides better faculty, student, and staff support with BMC Magic Service Desk Suite
(pdf)
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Healthcare Organizations Drive Up Efficiency and Drive Down Costs with BMC IT Service Support Express
(pdf)
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Seur Geopost Standardizes its Customer Service Processes with BMC Service Desk Express
(pdf)
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Travel and Transport Increases Efficiencies and Productivity with BMC Software
(pdf)
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Workspace Group Embraces BMC Magic Service Desk Suite for Help Desk and Workflow Support
(pdf)
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Liverpool John Moores University
(pdf)
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Hi-Tech Mold & Engineering Achieves Full Return on Investment with BMC Magic Service Desk Suite
(pdf)
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MC Lioness Realty Group Improves Productivity of Field Staff with BMC Service Desk Express Suite
(pdf)
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The University of Canterbury is Implementing the Information Technology Infrastructure Library With the Help of BMC Service Desk Express Suite
(pdf)
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Hi Fert Relies on BMC Service Desk Express Suite To Provide Exceptional Service to Customers and Dealers
(pdf)
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ROC de Leijgraaf Increases IT Support Responsiveness by 20 Percent Using BMC® Service Desk Express Suite
(pdf)
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White Paper
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Swing into Business Service Management - Seven Strategies
(pdf)
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Events
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Related Links
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Tools
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Trials
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