BMC Remedy Service Desk

BMC Remedy Service Desk

BMC Remedy Service Desk is responsible for process automation of incident management and problems, allowing IT specialists quickly and to react effectively to emergence of the situations influencing providing key services.

BMC Remedy Service Desk provides request processing and information on the incidents arriving from users and also data on the incidents arriving from infrastructure elements. Thanks to the unrolled, flexible functions and opportunities it reduces time necessary for recovery of normal work helps to prevent a negative impact on activity of the company of the forthcoming events and improves efficiency of IT personnel.

The technology processes implemented in BMC Remedy Service Desk fix and otsluzhivat interrelations – from emergence of an incident before correlation with a problem, search of a basic reason, the known errors and change requests. When using in combination with the module of knowledge management BMC Remedy Knowledge Management the Support service provides the unrolled functions of development, search in natural language queries, and self-services that reduces the volume of calls from users by this event and reduces search time and fault recoveries. The configuration management database of BMC Atrium indicates services and users whom influenced corresponding an event, and helps to set a basic reason of this event due to display of infrastructure dependences.

BMC Remedy Service Desk will help:

• increase reliability of systems, most important for business, due to reduction of time for solution or elimination of an incident
• reduce duration and quantity of calls from users
• increase productivity of personnel of a support service
• set basic reasons of an incident and, thanks to it, prevent emergence of the new same problems
• trace indicators under agreements on the service level for ensuring compliance with the undertaken obligations
• create the common decision for the different global, regional and local IT organizations
• to quickly send inquiries to those specialists of technical support to whom they intend
• increase reliability of IT infrastructure

Certification of ITIL Process Compliant

BMC Service Desk Express 10.0 received in October, 2010 the certificate of bronze ITIL V3 level for incident management processes and problem managements. For obtaining this certificate the software should pass successfully test for compliance to processes of ITIL V3. In addition to testing of BMC had to provide letters from three customers, confirmatory that software is in commercial operation.

Certification of ITIL Process Compliant – independent examination. In the course of testing the certified expert estimates functionality of the software, compares the user documentation to product capabilities and estimates the percent of compliance to processes of ITIL reached by the producer.

Testing was held by The Service Management Consultancy and Pink Elephant companies which are the only authorized experts/auditors on software, officially recognized APM Group — the organization which is responsible for development and support of ITIL library.