Business Challenge

Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge. Yet, in view of today’s highly complex and changing IT infrastructures, you must not only effectively streamline your incident and problem management processes, but you must also reduce costs and expedite service while maintaining quality service levels.

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 Service Management suite, BMC Remedy Service Desk provides embedded best practices for incident/problem, change, release, and configuration management and the Configuration Management Data Base (CMDB).

As your business becomes increasingly dependent upon technology, you must become more responsive to change and more accountable to adhering to accepted change processes. ADOA can provide you process management, and planning capabilities that help increase the speed and consistency in which to implement changes while minimizing risk and errors. BMC Remedy Service Desk will provide you out-of-the-box integration to the CMDB and a managed closed-loop solution that can automatically track a Request for Change (RFC) from Request Initiation to Planning, Implementation, and Verification. Change Management is critical to ensuring that your IT changes are managed in harmony with business objectives.

Benefits for Your Organization

• Eliminate redundant incidents, encourage user self-service to reduce volume of service desk cases
• Reduce resolution times and service outages, avoid missing service level agreements (SLAs)
• Merge geographically or organizationally separate help desks into a single point of control
• Identify business services affected by incidents and problems to prioritize resources accordingly
• Transition from a ‘fire-fighting’ mode to a proactive, service-oriented mode
• Define and implement standard processes to manage the change life cycle and reduce risk
• Identify the impact and risk of proposed changes on business to ensure proper actions are taken
• Create, track, and manage task dependencies and control deployment changes to avoid disruptions
• Simplify change project management through enforced task sequencing and automated approval
• Maintain control and visibility of the change process to ensure compliance and improve reporting
• Includes CMDB, which provides support analysts with holistic views of how the IT infrastructure supports critical business services
• Visualize incidents/problems and changes attributed to individual IT assets

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