BMC Service Desk Express
Business Challenge
The issues faced today by many midsized businesses are not that different than those faced by large enterprises. The pressure to keep IT systems running at peak performance, manage risk, and reduce costs while at the same time maintaining a competitive advantage are the daily challenges midsized businesses face. The differences lie in the size of budgets, resources and IT maturity that midsized businesses have at their disposal to address these issues.
Business Need
Our Solution
BMC Service Desk Express Suite (previously known as Magic Service Desk) automates service desk processes and lowers cost of support operations. This customizable service management solution combines best-in-class help desk software with core ITIL best practices. This suite provides powerful workflow and reporting capabilities. It includes Integration Engine, which has out-of-the-box connectors (ODBC, SNMP, XML, LDAP/ADSI) to integrate Service Desk with other BMC products and third-party applications.
Key Features and Benefits
- Connects requests to people, places, and assets efficiently through browsers and e-mail using a fully integrated help desk system
- ITIL service desk software automates service and request processes and supports core ITIL best practices
- Adapts easily to changes in your business with point-and-click customization and can be used wherever service or request management is required
- Saves you time and money on implementation and administration, reduces your overall cost of support, and is easy and quick to implement
- Provides 24x7 access to technicians and end users through a flexible browser-based help desk solution
- Reduces call volumes and increases satisfaction with Self-Service Help Desk included at no extra charge
- Keeps you informed about your service management business with reports on service response times and average response rates