BMC IT Service Management (ITSM) solution is a leading Service Desk Management Product which supports ITIL methodology as a basis for managing your IT. The product is ideal for medium to large companies and is a tool that your company needs, to manage service disruptions and to automate the incident response process.
The product will allow you to:

• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection
• Keep IT staff effective with a pre-configured, easy-to-use solution that is also optimised for handheld devices

KEY FEATURES

• Distinct, yet fully integrated, ITIL based incident and problem management applications
• A single, purpose built CMDB, allowing service desk functions to be business aware
• 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, 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

THE SOLUTION COVERS

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process, tied to incidents and problems
• Self-service request catalouge for IT, security and business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting
• Mobile applications with instant alerts

BENEFITS OF EACH MODULE

• Service Desk: Cut mean-time-to-repair by 30% which speedup the time to restore
• Change Management: Reduce change failures up to 40% keeping systems availability high
• Asset Management: Decrease software and asset cost by 30% making your IT budget go further
• Service Request Management: Deflect 40% - 60% of direct service desk activity
• Knowledge Management: Speed resolution of incidents through the use of service knowledge base
• Mobility: Manage IT remotely through the web or mobile devices
• Demand & Resource Mgmt: Manage your resources with supply aligned to IT projects and business drivers
• Financial Planning: Improve the planning time to help reduce overall IT costs quicker
• IT Controls Management: Manage governance & compliance across IT and reduce the cost of auditing
• Service Cost Mgmt: Reduce overall IT spend by up to 10-15% by communicating more accurately, all associated costs
• Supplier Management: Reduce supplier spend by 5-15% through the entire lifecycle
• CMDB: Enabling you to understand how IT supports business services
• Dashboards and Analytics: Gain visibility into Key Performance Indicators and make decisions based on business impact
• Discovery & Dependency: Understand clearly all IT resources and business services to minimize outages and improve utilisation
• Orchestration:Automate repetitive tasks and reduce risk of manual processes
• Service Level Management: Define, track, measure IT service levels and improve customer satisfaction

The BMC ITSM product was formerly know as Remedy.

For more information call: 0845 034 8000 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

Alternatively speak directly with Mark Robinson at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.