BMC Remedy Service Desk

BMC Remedy Service Desk is the industry’s leading incident and problem management solution. Whether implemented as a stand-alone solution or as part of the integrated BMC Remedy IT Service Management Suite, this robust, ITIL-based solution cost-effectively reduces the number of incidents handled, improves resolution times, and prevents future incidents from occurring — all while improving IT staff efficiency.

Key Features & Benefits

• Gain visibility into how your IT infrastructure supports critical business services through the included BMC Atrium CMDB

• Restore service as quickly as possible with best-practice incident management processes that manage the entire incident resolution process

• Remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment with best-practice problem management process

• Expedite incident resolution by providing ready access to common solutions, known errors, and workarounds in a tightly integrated knowledge base

• Reduce call volumes and encourage user self-sufficiency by letting users search FAQs, known solutions, and workarounds to common issues

• Improve customer satisfaction by responding quickly and efficiently to conditions that disrupt critical services

• Prioritize resources and actions to resolve incidents with the highest business impact first

• Integrate with a unified architecture for all IT service support functions

• 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