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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
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Brochure
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BMC Educational Services
(pdf)
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Datasheet
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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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White Paper
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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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