Service Desk

BMC Remedy IT Service Management Suite Demo

Once a simple help desk handling incidents, the Service Desk has evolved into a full-scale service support control center involved in several ITSM processes, including Change Management and Service Level Management. This evolution of the service desk has resulted in a number of service enhancements, yet there is still considerable room for improvement. Most service desks still operate primarily in a reactive mode, responding to issues only after users report them. The service desk continues to be inundated with calls, many of which are from users requesting services or simply checking on the status of their requests. These calls distract service desk technicians from resolving issues that are more critical to the business. In addition, in many cases, technicians are not able to determine the business relevance of incidents, so they cannot prioritize action based on business impact.

IT is under increasing pressure to integrate more closely with the business. To accomplish this objective, IT is required to transition to a more business-oriented and proactive approach. IT must help the business better achieve its goals, and prevent, rather than just solve, problems.

ITIL® Best Practices reinforce the idea that integrating with the business is paramount. BMC service desk solutions are designed for your evolving Service Desk, addressing your needs today and providing scalability for future changes. BMC Software offers four ITIL®-based Service Desk solutions to meet the requirements of both midsize and enterprise organizations.

BMC Remedy

  • Distinct, yet fully integrated, ITIL® based incident management and problem management applications
  • Single, purpose built CMDB allowing for business awareness of service desk functions
  • Powerful, proven workflow engine enabling automation of service desk processes
  • Seamless integration with other service management solutions (change, asset, service level, service request, identity, knowledge)
  • Simplified interfaces for rapid incident and problem creation and closure
  • Multi-tenant architecture supporting service desk consolidation for global enterprises
  • Built-in process flow taskbar and interactive process model based on ITIL®

BMC Remedyforce Service Desk in the Cloud

  • ITIL®-compliant help desk, self-service, and inventory management processes
  • Streamlined set-up through wizard-guided templates
  • A personalized portal that places tools at your fingertips
  • Automates incident management processes with ITIL® Best Practices
  • No worry back-up, maintenance and upgrades
  • Subscription-based, “pay-as-you-go” pricing

BMC Remedy OnDemand

  • The most feature-rich and user-friendly IT Service Management (ITSM) solution available in the cloud today
  • Built on more than 20 years of leadership and innovation, it’s robust enough to satisfy the most complex, demanding IT enterprises in the world
  • Subscription-based, “pay-as-you-go” pricing

BMC FootPrints

  • Comprehensive 100% web-based Service Desk automation supporting 12 IT industry best practices;  PinkVerified for 10 processes of ITIL v3
  • Data and process-level integration with critical desktop management functions, such as, asset discovery and tracking, operating system and application software deployment, patch management, and remote control.  Single console interface to desktop management suite
  • Flexible workflows easily adapt to automate request-based business processes without complex programming or expensive consulting engagements

 


Contact RightStar to request a service desk demonstration.