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Business Challenge
The service desk is often overloaded with end-user requests that do not pertain to degraded critical services, such as onboard employee, order laptop, and reset password. In addition, many back-office fulfillment processes for these service requests are manual, resulting in a higher cost of delivery for the service. This often leads to delayed service resolution and a reduction in the perceived value of IT from the end user’s point of view.
Business Need
- Decrease number of incidents for standard service requests that flood the service desk
- Provide visibility into cost of delivering services
- Standardize procedures, approval processes, and costs of changes
- Automate back-office fulfillment for standard services
- Meet compliance standards with authorization process for requests
Our Solution
BMC Service Request Management (SRM) allows IT to define offered services, publish those services in a Service Catalog and automate the fulfillment of those services for their end-users. With BMC SRM, end users have the ability to help themselves, which reduces the requests coming into the service desk. This enables IT to focus on more mission-critical activities, such as resolving incidents related to service failures and restoring critical services. BMC SRM also provides the ability to automate workflows for each service, enforcing consistency of process and faster fulfillment of the request.
Key Features & Benefits
- Empower end users to take more control over their service requests through a self-service interface
- Improve the efficiency of processing end user service requests
- Ensure high quality service delivery and customer satisfaction
- Ensure consistency in service delivery and reduced costs through automation
- Support more effective demand and resource management
- Currently available in English, French, German, Italian Spanish, Japanese and Simplified Chinese
- Utilize a shopping cart interface to group, order and track service requests together
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Brochure
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Detailed Mapping of BMC Solutions to COBIT 4.0: Executive Summary
(pdf)
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BMC Educational Services
(pdf)
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BSM Solutions for Compliance: A Detailed Mapping of BMC Solutions to COBIT 4.0
(pdf)
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2007 BMC Annual Report
(pdf)
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Datasheet
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BMC IT Service Support Route to Value Solution Brief - UK English
(pdf)
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BMC Service Request Management - European French
(pdf)
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Korean: BMC Service Request Management
(pdf)
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BMC IT Service Support Route to Value Solution Brief
(pdf)
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BMC Service Request Management
(pdf)
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BMC IT Service Support Route to Value Solution Brief - French
(pdf)
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BMC Service Request Management - Italian
(pdf)
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BMC IT Service Support Route to Value Solution Brief - German
(pdf)
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Simplified Chinese: BMC Service Request Management
(pdf)
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BMC Service Request Management - German
(pdf)
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Success Story
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Efficient IT Service Management Increases Competitiveness for Sunrise Communications AG
(pdf)
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Efficient IT Service Management Increases Competitiveness for Sunrise Communications AG
(pdf)
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White Paper
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Meeting the Challenge of Service Request Management - European Spanish
(pdf)
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Meeting the Challenge of Service Request Management - Russian
(pdf)
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Service Automation and Operation for Virtualized Environments
(pdf)
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Meeting the Challenge of Service Request Management - German
(pdf)
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Meeting the Challenge of Service Request Management - Polish
(pdf)
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Meeting the Challenge of Service Request Management
(pdf)
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Meeting the Challenge of Service Request Management - Italian
(pdf)
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Meeting the Challenge of Service Request Management - French
(pdf)
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Service Request Management: A Business Impact Assessment
(pdf)
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