Incident Management with Remedy Service Desk

Part of the BMC Remedy IT Service Management Suite

The industry’s leading incident management solution

Enable comprehensive, best practice based incident management and problem management processes via intuitive, easily adopted, enterprise scale technology

This product provides:

• Distinct, yet fully integrated, ITIL^® based incident management and problem management applications
• Single, purpose built CMDB allowing for business awareness of service desk functions
• Powerful, proven workflow engine enabling automation of service desk processes
• Seamless integration with other service management solutions (change, asset, service level, service request, identity, knowledge)
• Simplified interfaces for rapid incident and problem creation and closure
• Multi-tenant architecture supporting service desk consolidation for global enterprises
• Built-in process flow taskbar and interactive process model based on ITIL

With BMC Service Desk as a stand-alone solution or as part of the BMC Remedy IT Service Management Suite, you will:

• Enforce best practice processes
• Improve key metrics such as first call resolution, mean time to repair, reoccurring incidents
• Reduce call volumes and encourage user self-sufficiency by letting users search FAQs, known solutions, and workarounds to common issues
• Prevent future incidents from occurring
• Increase customer satisfaction ratings
• Align service desk functions with business drivers
• Enable service desk consolidation

 ITIL^® is a registered trade mark of the Cabinet Office