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Business Challenge
Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge. Yet, in view of today’s highly complex and changing IT infrastructures, you must not only effectively streamline your incident and problem management processes, but you must also reduce costs and expedite service while maintaining quality service levels.
Business Need
- Eliminate redundant incidents, encourage user self-service to reduce volume of service desk cases
- Reduce resolution times and service outages, avoid missing service level agreements (SLAs)
- Merge geographically or organizationally separate help desks into a single point of control
- Identify business services affected by incidents and problems to prioritize resources accordingly
- Transition from a ‘fire-fighting’ mode to a proactive, service-oriented mode
Our Solution
BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number of incidents handled, improve resolution times and prevent future incidents from occurring, while improving IT staff efficiency. Part of an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best practices and paves the way for Business Service Management (BSM) attainment.
Key Features & Benefits
- Includes BMC Atrium CMDB, which provides support analysts with holistic views of how the IT infrastructure supports critical business services
- Best practice Incident Management processes manage the entire incident resolution process in order to restore service as quickly as possible
- Best practice Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment
- Tightly integrated Knowledge Base provides ready access to common solutions, known errors, and workarounds to expedite incident resolution
- Self-service lets users search FAQs, known solutions, and workarounds to common issues to encourage user self-sufficiency and reduce call volumes
- Ability to prioritize incidents according to business impact, allowing IT staff to focus efforts where it matters most
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Article
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Whats New in ITIL V3? Understanding the changes in the latest ITIL release
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The Federated Data Model
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Therapy for a Stressed Enterprise
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CMDB: The Heart of IT Service Management
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Process Execution Excellence: Issues and Actions
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Business Service Management Puts You Ahead of the ITIL V3 Curve
(pdf)
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The CMDB: Relief for your IT Headache
(pdf)
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BMC Paves The Service Desk Road Map: CMDB At The Heart Of Integration Strategy
(pdf)
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Brochure
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BMC Business School Course Catalog
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BMC Educational Services
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2008 BMC Annual Report
(pdf)
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Datasheet
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BMC Service Desk Express Client Services
(pdf)
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BMC Remedy ITSM Datasheet
(pdf)
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BMC Atrium
(pdf)
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BMC Service Management Process Model
(pdf)
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BMC Dashboard for BSM
(pdf)
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BMC Analytics for BSM
(pdf)
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BMC Remedy ITSM Administration Service Datasheet
(pdf)
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BMC IT Service Support Route to Value Solution Brief
(pdf)
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BMC Remedy Service Desk
(pdf)
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BMC Remedy ITSM On Demand Datasheet
(pdf)
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BMC Compliance Solutions: Control IT for Compliance
(pdf)
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BMC Proactive Incident and Problem Management Solution Brief
(pdf)
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BMC Remedy Knowledge Management
(pdf)
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Success Story
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The Regence Group Provides Information to 6,000 Users with BMC Remedy Knowledge Management
(pdf)
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Dell Advances Business Goals with BMC Event Manager
(pdf)
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Infineon Improves Efficiencies and Lowers Costs With BMC Software
(pdf)
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ADP Securities Industry Software Chooses BMC to Deliver the Infrastructure Availability and Reliability Needed To Attain ISO 9001 Certification
(pdf)
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The Volkswagen Group Anticipates Rapid, Complete Return on Global BMC Identity Management Implementation
(pdf)
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Mary Kay Advances BSM Strategy and ITIL Adoption with BMC Software
(pdf)
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Saudi Aramco Increases Efficiencies and Ensures Business Continuity with BMC Software
(pdf)
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DealerTrack Keeps Auto Dealers and Lenders Connected with the Help of Business Service Management Solutions from BMC Software
(pdf)
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Tata Motors Ltd. Scales up IT Service Management to Support Globalization
(pdf)
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Arch Chemicals Provides Outstanding Worldwide Support with BMC Software
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Leeds City Council Introduces Fast, Reliable, and Effective IT Service Management Base on BMC Remedy Solutions
(pdf)
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Anne Arundel County Public Schools Improves Efficiencies and Productivity with Remedy
(pdf)
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Efficient IT Service Management Increases Competitiveness for Sunrise Communications AG
(pdf)
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Global Pharmaceutical Company Uses BMC Remedy Metrics to Drive Cost-Saving Decisions
(pdf)
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Vodafone Egypt Achieves Dramatic ROI Using BMC Remedy Service Management Solutions
(pdf)
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Wipro Implements ITIL and Improves Efficiencies with BMC
(pdf)
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BMC Configuration Manager Saves Time and Money for BMC IS&T
(pdf)
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BIT Provides Outstanding IT Support Using BMC Remedy
(pdf)
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Diageo Implements Global Service Management Solution
(pdf)
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WebEx Powers Mission-Critical Support Operations with BMC Remedy Solutions
(pdf)
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Defence Equipment and Support (DFS CIS S1C)
(pdf)
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The IT Strategy of the City Of Zurich (OIZ) Is Based On Business Service Management
(pdf)
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Toyota Motorsport Gmbh Aligns IT With Business and Racing Objectives Using Business Service Management Solutions from BMC Software
(pdf)
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Brunel University: Use of the BMC Remedy Action Request System Recognizes Priority of Serving Students and Increasing Efficiency
(pdf)
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Countrywide Adopts BMC Remedy Solutions as Enterprise Support Standard
(pdf)
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TOTAL UK Implements ITIL-based Help Desk using BMC Remedy Service Desk
(pdf)
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BMC IS&T: The First and Best Customer of BMC Software
(pdf)
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ARRIS Supports Sarbanes-Oxley Efforts and Enhances Productivity and Customer Satisfaction with BMC Remedy IT Service Management
(pdf)
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CSC's Global Outsourcing Services Division remodels services with BMC Remedy ITSM V7
(pdf)
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Agfa Advances Toward BSM with BMC Remedy Service Management Solutions
(pdf)
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The Met Office Expands Its Horizons with the BMC Remedy IT Service Management Suite
(pdf)
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Business Service Management as a Key Success Factor for SFS Services AG
(pdf)
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Department of Defense Organization Offers One-Stop Shop for All Service Requests with BMC Remedy Help Desk
(pdf)
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Capital District Physicians Health Plan Meets Service Goals and Supports HIPAA Requirements with BMC Software
(pdf)
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BSM Approach Delivers Cost Savings and Higher Efficiency at Coldwater Creek
(pdf)
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BMC Remedy Delivers Service Management Payback in 12 Months at East Sussex County Council
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Cox Communications Aligns IT Applications with Business Goals Using BMC Remedy Solutions
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IPC Delivers World-Class Customer Service with BMC Software
(pdf)
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TeleSpectrum Improves IT Service Management Efficiencies with BMC Remedy Solutions
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Competitive Replacement Yields Instant Benefits
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TeliaSonera Improves Customer Satisfaction with Solutions from BMC Software
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Vodafone Turns to the BMC Remedy IT Service Management Suite to Streamline Its Service Support Infrastructure
(pdf)
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Tianjin Mobile Improves Efficiency and Customer Satisfaction with BMC
(pdf)
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Schaller Anderson Easily Handles Rapid Growth with BMC
(pdf)
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White Paper
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Achieving Proactive Incident and Problem Management Using BMC Performance Manager
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Leveraging Regulatory Compliance Investments to Add Business Value
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Swing into Business Service Management - Seven Strategies
(pdf)
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ITIL Service Portfolio Management, the Service Catalog, and You
(pdf)
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Business Service Management for the SAP Environment
(pdf)
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Ride the Express Lane in the Journey to ITIL
(pdf)
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Bridging the Gap between Business Processes and the IT Environment
(pdf)
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Improving Support Effectiveness: Best Practices for Knowledge Management Initiatives
(pdf)
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ISO 20000: What's an Organization to Do?
(pdf)
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Executive Dashboards: Putting a Face on Business Service Management
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Crossing the Chasm Between the Service Desk and Operations
(pdf)
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Achieve Utility Computing Results Today
(pdf)
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Connecting Business IT Goals with Closed Loop Client Management
(pdf)
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Six Guiding Principles to Changing Behavior and Speeding the Adoption of BSM and ITIL
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Implementing Resource Management Using BSM Principles
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Raising the Bar for ITIL and CMDB Implementations
(pdf)
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Demos
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Events
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Related Links
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