BMC Remedy Service Desk
Posted by dhedhe in BMC Remedy
BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number of incidents handled, improve resolution times and prevent future incidents from occurring, while improving IT staff efficiency. Part of an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best practices and paves the way for Business Service Management (BSM) attainment.
Key Features & Benefits
Includes BMC Atrium CMDB, which provides support analysts with holistic views of how the IT infrastructure supports critical business services
Best practice Incident Management processes manage the entire incident resolution process in order to restore service as quickly as possible
Best practice Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment
Tightly integrated Knowledge Base provides ready access to common solutions, known errors, and workarounds to expedite incident resolution
Self-service lets users search FAQs, known solutions, and workarounds to common issues to encourage user self-sufficiency and reduce call volumes
Ability to prioritize incidents according to business impact, allowing IT staff to focus efforts where it matters most