Remedy

Remedy 9 Service Management Suite is a mobile-friendly digital workforce management solution from BMC which equips your employees to be up to 75% more productive. Designed to be extremely user-friendly, the Remedy suite speeds up customer support, change management and asset management. This integrated business solution helps you gain business clarity, visibility and fair control over the entire service support across the organization.

Key Features at a Glance:

HELIX REMEDY: MULTI-CLOUD SERVICE MANAGEMENT

Handle multiple service applications like brokering of tickets, incidents, and integrations in a multi-cloud environment.

CREATE IMPACTFUL, SHAREABLE REPORTS IN NO TIME

Choose from 90 ready and sharable templates to create stunning reports quickly or customize them to suit your needs.

BEST-PRACTICE-BASED ITIL INCIDENT AND PROBLEM MANAGEMENT

Best-Practice-Based ITIL Incident and Problem Management Manage incidents, problems, and service requests efficiently from one place. Reduce the call volumes with business user self-service features of Digital Workplace (formerly MyIT).

KNOWLEDGE MANAGEMENT FOR CUSTOMERS AND SUPPORT STAFF

Curate, collate and release the key information to customers and support personnel to resolve issues faster and promote self-service. Facilitate great customer service while reducing calls to the service desk with Remedy’s Knowledge Management.

MANAGE CHANGE REQUESTS FROM DATA CENTRES TO DESKTOPS

Use powerful change management feature equipped with controlled release management, automated collision detection, impact analysis, and ITIL alignment. Reduce failed changes by 40%, cost per change event by 55% and level-one ticket cost by 33% while attaining a 35% rise in process efficiency.

ASSET MANAGEMENT TO KEEP TRACK OF YOUR IT ASSETS

Keep tabs on your IT assets right from procurement to end-of-life. Asset Management tool keeps a record of asset cost depreciation with time, manages software license compliance, identifies contract infringements and purchasing prospects, and tracks IT assets based on their number, locations, and users.

VIRTUAL CHAT TO ENCOURAGE SELF-SERVICE AND REDUCE SUPPORT COSTS

Accessible from desktop and mobile device, the virtual agent and live chat boost employee productivity, reduce IT support costs, and render greater customer satisfaction.

SERVICE REQUEST MANAGEMENT FOR CATERING TO REQUEST FROM A SINGLE PLACE

Take your existing Remedy ITSM implementation to a next level by adding a self-service which provides a centralized catalogue of requests (comprising price, service-level targets and approval rules). Automate and monitor standard requests for your external and internal clients with Service Request Management feature.

SERVICE LEVEL MANAGEMENT TO REDUCE DEPENDENCY ON SERVICE PERSONNEL

Define, track, and report service levels with Service Level Management tools and take some workload off your staff, so they focus on delivering a great service.

Change the way your business processes are run. Get started with Remedy today!

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