Learn about the exciting new capabilities delivered with the latest releases in the BMC Remedy ITSM Suite over the past year. From Remedy ITSM 8.1 Service Packs to BMC MyIT to the new Remedy user experience, new capabilities help you extend the business value delivered through Remedy ITSM—often at no additional cost. You will see what was delivered and how it improves your ITSM process. With the help of real-life use cases, we plan to demonstrate how to make best use of these new capabilities. At the end of the session, we will give an outlook into the future direction of the Remedy ITSM Suite.
This situation is further amplified due to tools that are not used to their full capacity, limitations in training, more mobile workers, younger workers and engagements focused on process vs. engagement.
According to Service Desk Benchmarking Report 2013 from Service Desk Institute
53% of service desks use less than half of the functions of their ITSM software
Over 50% of business conduct under 40 hours of formal service desk training
Over 70% of business conduce under 40 hours of training throughout the year
In addition, a large percentage of staff is more mobile, use multiple devices for collaboration and daily work. Forrester data from 2013 Mobile Workforce Adoption Trends report shows that
37% of employees in North America work from multiple locations
82% use many apps while on the job
53% use multiple devices
Smart IT presents the wealth of knowledge contained in Remedy to the service desk. With Smart Recorded, the agent types in the customer name and a few words about the issue or request and Smart IT instantly presents resources, historical data and knowledge articles that can help them solve the issue. Through service desk dashboards any team member can see the business and make informed decisions based on data driven insights.
This new experience is provided on the powerful and industry leading ITSM solution, Remedy.
Mobile: Same service, any device. With a mobile first, full functional application designed for iOS, Android and HTML5 platforms, Smart IT gives service desk teams always up-to-date information, from everywhere.
With a design purpose-built for mobile access, rather than desktop functions crammed into the mobile environment, Smart IT is a must for on-the-go IT staff. Responsive, accurate service delivery and real-time knowledge are available for the remote workforce.
That's why we built a Smarter Service Desk - It's Intelligent. It's Beautiful. It's Mobile... it's the Service Desk built for you
Smart IT provides a more responsive service desk with the help of an intuitive solution, which provides comprehensive ITSM functionality even while mobile. Agents have the ability to gather customer information quickly, and proactively be presented data that will help them solve an issue or fulfill a service request quickly. With complete customer information and answers to issues, the service desks helps create satisfied customers.
Service is quick and easy at and away from the service desk. Service desk teams now have the ability to tap into the wealth of knowledge across the entire team, regardless of location and handle more requests faster than before. Smart IT helps companies log tickets and requests faster, have better first call resolution rates, and with a full functional mobility solutions, Smart IT helps field technician's capture and solve request much better than before.
Smart IT was designed so agents can quickly get up to speed on using the solution. With a consumer style look and feel, formless functions and social concepts embedded in the solution, every team member will learn how to use the application faster with less training. The superior design helps for a more productive workforce, and users who enjoy using the modern solution.
This new experience is provided on the powerful and industry leading ITSM solution, Remedy.
A Smarter Service Desk is accessible for your business. Our solutions are designed for people not process, and based on roles, not modules.
MyIT is designed for business users, and creates a consumerized experience that is simple to use and easy for business users to connect with IT. When you combine this MyIT consumer experience, with the intuitive service management solution of Smart IT you can meet the changing expectations across your entire business.
Together, they provide a knowledgeable workforce, satisfied customers and productivity on both sides of the service desk.
A Smarter Service Desk is accessible for your business. Our solutions are designed for people not process, and based on roles, not modules.
MyIT is designed for business users, and creates a consumerized experience that is simple to use and easy for business users to connect with IT. When you combine this MyIT consumer experience, with the intuitive service management solution of Smart IT you can meet the changing expectations across your entire business.
Together, they provide a knowledgeable workforce, satisfied customers and productivity on both sides of the service desk.