BMC Service Desk Express Client Services

Business Challenge

The Service desk is under constant pressure to reduce costs and improve service delivered to end users. Many of the calls to service desk are not critical in nature, but requests such as status checks, limit your support staff’s ability to focus on critical incidents and restore vital services to the business. And in spite of the service desk staff’s effort to support every call, the end users can still end up feeling frustrated and dissatisfied.

Business Need

• Provide end users self-service for more than just service desk incidents
• Reduce the time and cost associated with phone support
• Empower end users to enter and check all types of requests
• Enable end users to resolve incidents on their own

Our Solution

BMC Service Desk Express Client Services expands self-service capabilities beyond simple service desk tickets. End users can submit, track and re-open incidents, make online purchase requests, and carry out change assessments and change approvals. End users can access frequently asked questions (FAQs) and discussion forums to resolve issues on their own. All this is enabled through a highly personalized, configurable and intuitive user interface. BMC Service Desk Express Suite customers can extend functionality to end users without requiring any programming knowledge.

Key Features & Benefits

• Reduces the cost of support by offering self-service capabilities to end users
• Improves end user experience through an intuitive, personalized, and highly customizable user interface
• Improves the value of support staff by freeing up their time to pursue strategic initiatives
• Reduces call volume by extending knowledge management to end users
• Automates change management process by soliciting assessments and approvals through the self-service interface