BMC Remedy Service Desk

Written by zhangyuan January 23, 2008 16:53

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