BMC Remedy IT Service Management
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
- Integrate with a unified architecture for all IT service support functions
- Gain direct visibility into business priorities through integration with a single CMDB
- 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 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 and Benefits