Remedy

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BMC Remedyforce Service Desk
Make your help desk as easy to use as your favorite consumer Web site — without any capital investment, infrastructure requirements, or software maintenance — and take advantage of IT service management in the cloud from the industry leaders in service desk software and SaaS: BMC Software and Salesforce.com.

Key Features
» Easy-to-install, easy-to-use help desk solution » Proactive team collaboration through integrated social media tool » Best-practice common data model » End-user mobile access to selfservice functionality » Full feature set of incident, change, inventory, and more » 99 percent reliability uptime » No-worry backup, maintenance, and upgrades

Midsize IT Department Challenge
As an IT support leader, you require a help desk solution that improves customer satisfaction and availability, while also reducing costs. However, managing a support infrastructure requires an investment in systems, and more importantly, in hiring, training, and retaining administrators — taking away dollars that could be used elsewhere. As a result, you may be considering ways to offload the cost of management, administration, and maintenance of your help desk and service management solutions to a SaaS provider.

Simplify and Automate Service Management
Take control of your IT service management practice and increase your productivity with pre-configured, ITIL based incident, problem, self service, change, and inventory management processes — all from the IT service desk leader, BMC. With BMC Remedyforce Service Desk, you will: » » » » » Enable your help desk to get users back to work quickly with an easy-to-use self-service portal Personalize your management portal with the information and views you need to do your job Control IT asset costs with inventory management Reduce training and accelerate productivity through simplified, best-practice user experience Allow users to communicate their requests in multiple ways — through the web, mobile devices, and email
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Key Benefits:
» Personalize your management portal to improve visibility into your operation » Avoid disruptions to the business with an integrated change management schedule and process » Gain visibility into the IT environment through inventory management » Leverage self service to deflect calls, empower end users, and improve customer satisfaction, while also reducing costs Self-service portal makes it easy for end users to work with IT. Customized dashboards help you get to important information quickly.

Market Leaders
Industry-leading service desk built on the leading cloud platform » BMC provides pre-configured best practices for help desk, self service, change, and inventory management processes » Salesforce.com’s Force.com platform is recognized as the industry’s most secure and reliable cloud platform

Increase Reliability, Decrease Risk
BMC Remedyforce Service Desk automates your complete IT support process — from incident to change to analysis — thus enabling your support staff to respond quickly and efficiently to conditions that disrupt business services. Through the unique integration of self service and incident management capabilities, BMC Remedyforce Service Desk enables you to: » » » » » Eliminate up to half of your most repetitive incidents by offering self-service options, such as password resets and requests for access Minimize the number of incidents escalated to problems by providing a self-service knowledge base for users and help desk agents Reduce the risk of unplanned changes with advanced scheduling, including planned outages and automated approval process Reduce the cost of help desk calls from $40 to $1 by automating repetitive service requests and removing intensive, labor-oriented service fulfillment processes Provide the services users want, when they want them, and allow them to track progress through the easy-to-use self-service portal

SALESFORCE.COM
Salesforce.com is the enterprise cloud computing company. Salesforce.com’s portfolio of CRM applications has revolutionized the way companies collaborate and communicate with their customers across sales, marketing, and service. The company’s Force.com platform helps customers, partners, and developers quickly build powerful business applications to run every part of the enterprise in the cloud. Based on salesforce.com’s real-time, multitenant architecture, the company’s applications and platform offer the fastest path to customer success with cloud computing. Visit www.salesforce.com for more information.

Configuration Item Explorer speeds root cause analysis.

BUSINESS RUNS ON I.T. I.T. RUNS ON BMC SOFTWARE.
Business thrives when IT runs smarter, faster and stronger. That’s why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended December 31, 2010, BMC revenue was approximately $2 billion.

Chatter promotes collaboration within the IT team.

Power of BMC, Simplicity of SaaS
Implementing BMC Remedyforce Service Desk can result in significant reductions in costs and quick return on deployment for those who want a best-in-class service desk. Choose to pay for your IT service management implementation as an operational, rather than a capital, expense, thereby eliminating the need to keep hardware assets on the balance sheet. With no software or hardware to install/manage and no servers to provision, you're up and running faster — and seeing a positive impact on your business — in a fraction of the time.

For More Information
For a free trial or more on BMC Remedyforce Service Desk, go to www.bmc.com/remedyforce.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. ITIL® is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. © 2010 BMC Software, Inc. All rights reserved. Origin date: 09/10

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