Not quite ready to upgrade to Remedy 9, but like all the cool new interface features of MyIT and Smart IT? Well, have I got news for you! You too can have these cool new features! Smart IT 1.1 and MyIT2.5 can be installed with Remedy 7.6.04 SP2 and beyond. Now if you want Remedy Smart Reporting, you’ll have to upgrade to Remedy 9.0. But for now, let’s discuss the functionality that comes with the MyIT and SmartIT solutions.
MyIT is your customer’s answer to an interface that is dynamic, scrollable, easy to use, and productive! The knowledge management component provides self-service for your customers so they can solve their own issues and look up how-to’s (e.g., resetting their printer or accessing the instructions for registering for Skype for Business). Powerful technology provides easy searching and your customers can quickly search and find what they are looking for.
MyIT is configured utilizing Service Request Management functionality in your Remedy 8.1 system, and it’s made available using the MyIT Administration Console. For those companies who have the “Genius Bar” concept, MyIT includes the ability for your customers to schedule IT support for the day and time that works best for them. That’s what it’s all about, right?!
Accessing Remedy tickets and providing support anytime and anywhere is made simple with Smart IT. This interface is really something to see. And again, this solution can be implemented with MyIT and integrated right with anyone who has Remedy 7.6.04 SP2 and beyond. Your IT support no longer has to log into the Remedy midtier to open their assigned tickets, they can simply access Smart IT and use the extremely efficient interface. With Smart IT 1.1, the CMDB is accessible from within the Incident and Change Management personas, so relationship functionality is available.
My recommendation is to also take a look at Remedy 9.0 Smart Reporting. The dashboards and report creation functionality are dynamic and very easy to use. Very little configuration is needed, and your customers are creating their own reports.
Empower your customers, they will love it!