Service Desk

The industry's leading incident and problem management solution

Enable comprehensive, best practice based incident and problem management processes via intuitive, easily adopted, enterprise scale technology

This product provides:

  • Distinct, yet fully integrated, ITIL based incident and problem management applications
  • Single, purpose built CMDB allowing for business awareness of service desk functions
  • Powerful, proven workflow engine enabling automation of service desk processes
  • Seamless integration with other service management solutions (change, asset, service level, service request, identity, knowledge)
  • Simplified interfaces for rapid incident and problem creation and closure
  • Multi-tenant architecture supporting service desk consolidation for global enterprises
  • Built-in process flow taskbar and interactive process model based on ITIL

With BMC Remedy Service Desk as a standalone solution or as part of the BMC Remedy IT Service Management Suite, you will:

  • Enforce best practice processes
  • Improve key metrics such as first call resolution, mean time to repair, reoccurring incidents
  • Reduce call volumes and encourage user self-sufficiency by letting users search FAQs, known solutions, and workarounds to common issues
  • Prevent future incidents from occurring
  • Increase customer satisfaction ratings
  • Align service desk functions with business drivers
  • Enable service desk consolidation
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