BMC Remedy Service Desk
Business Challenge
IT organizations are under pressure to supply higher levels of support to the business in
the form of faster incident resolution and improved service levels. However, incident and problem management processes are often not standardized, and prioritization of incidents
is often done without an understanding of their impact on the business.
Business Need
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Integrate with a unified architecture for all IT service support functions
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Gain direct visibility into business priorities through integration with a single CMDB
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Merge geographically or organizationally separate help desks into a single point of control
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Identify business services affected by incidents and problems to prioritize resources accordingly
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Transition from a ‘fire-fighting’ mode to a proactive, service-oriented mode
Our Solution
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
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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
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Remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment with best-practice problem management process
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Expedite incident resolution by providing ready access to common solutions, known errors, and workarounds in a tightly integrated knowledge base
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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
For more information about how Tiberone can help with your BMC Remedy Service Desk requirements, please contact us.
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