Mobility for BMC Remedy IT Service Management Suite

Business Challenge

Who manages IT when you are away from the office? What happens when critical incidents and urgent change requests arrive while you’re in meetings? Is your asset data current? How can you extend BMC Remedy applications to smartphones to better leverage your investment and maximize IT Service Management control?

Business Need

• Easy to use Solution for mobilizing the BMC Remedy ITSM-Suite to  Mobile Devices such as Apple iPhone, Windows Mobile or Blackberry Smartphones
• Enabling field technicians and business users, IT managers and executives to access key features, workflow and reports anywhere, anytime
• End-to-end business service management process that lowers risk, improves customer service and reduces IT costs.

Our Solution

Mobility for BMC Remedy IT Service Management gives you a real-time view of the entire incident and problem, change and asset lifecycle. Using mobile devices, such as iPhone Windows Mobile and BlackBerry, you can track service level performance, monitor system availability and approve change requests in a geographically dispersed environment.

Instant alerts inform you of IT issues submitted by technicians, who now use handheld devices to manage trouble tickets, asset records and change requests directly from the field. The result is an end-to-end business service management process that lowers risk, improves customer service and reduces IT costs.

For IT Infrastructure Library^® (ITIL^®) compliance, it automatically inherits and updates any workflow changes made to the BMC Remedy application. Information entered on the mobile device is instantly updated in the BMC Atrium Configuration Management Database (CMDB). The Administration Console lets you mobilize filters and active links with a few clicks. And users can easily extend specific fields, reports and alerts from the Personalization Console.

Key Features & Benefits

• Decrease business downtime
• Boost productivity and cut support cost
• Lower risk and increase response speed
• Improve customer service
• Supports multiple applications with one mobile solution
• Automatic device optimization
• Offline connectivity
• VPN-level security