Today’s enterprises are facing constrained resource, operating, and capital budgets. Users who are driven by the consumerization of IT and compelling consumer-style applications create a higher expectation of service. The business demands high levels of performance, easy access, simple processes, and continuous availability — in a simple and convenient manner. Unfortunately, many of today’s service management solutions are still using outdated business processes requiring multi-form, multi-system workflows and non-intuitive problem solving techniques that take too long and lack knowledge which results in poor response rates with low customer satisfaction. As a result, enterprises are being driven to explore critical decisions around their IT service management strategy. A strategy which now must include how to leverage cloud computing, mobility, social collaboration and integrated IT service and IT operations management processes.
The BMC remedy solution
Available both as an on-premise and a cloud-based solution, the BMC Remedy IT Service Management Suite combines decades of market-leading service support solution experience with a modern, intelligent approach to today’s service desk. From simple help desk control to cloud lifecycle management — from basic change tasking to a full set of extensible out-of-the-box ITIL process modules— from end user self-service to a beautiful, intelligent and mobile solution purposebuilt for IT staff, no other ITSM solution meets the needs of the modern IT organization.
Remedy with Smart IT delivers a modern, intuitive experience with real-time service & support, enabling a more knowledgeable and collaborative workforce organized around IT roles, not modules.
Beautiful experience: Easy access and streamlined service delivery for every IT persona are the basis for Remedy with Smart IT. Smart IT’s persona based experience empowers everyone regardless of position.
Intelligent Interaction: Smart IT adds intelligence and insight to the service management process by populating customer profiles, historical data and dynamic resource suggestions from a single view.
Mobile Access: With a mobile design meant to access knowledge while away from the desk, rather than functions designed for the desktop and crammed into the mobile environment, mobile concepts native to Smart IT are a must for on-the-go IT staff.
Collaboration & Insight: Smart IT offers a social platform based on teamwork and real-time knowledge sharing. IT staff can create their own profiles, share articles, access online IT discussions, and use standard social tools to follow or “like” certain commentary or people on the team