BMC Ships “Intelligent” IT Service Desk Tool

BMC, a provider of IT management solutions, has added an IT service management package that is designed to upgrade IT service desk operations with mobility and collaboration features. BMC Remedy with Smart IT is an IT service management (ITSM) solution that is intended to take advantage of advancements in user experience, combined with the back end of the Remedy IT Service Management Suite of products.

Last February, BMC launched MyIT 2.0, an application that helps users to manage their own IT needs through a collaborative mobile and social experience. The launch of Smart IT fills the back-office piece of the IT transformation equation.

“IT has often been left behind when it comes to a compelling, modern use of technology,” said Robin Purohit, president of the service support business at BMC. “Today BMC is changing this paradigm and recognizing IT service desk employees as the first-line enablers of employee productivity. By extending Smart IT to the back-office, IT workers can now realize the same engaging, transformational experience that MyIT brings to the consumers of IT services."

Smart IT enables access to capabilities via mobile devices, to enable faster remote service delivery. The solution also proactively populates customer profile data and dynamic resource suggestions in a single smart field, providing a view of the customer. Smart IT also provides social discussion tools, personalized profiles, and collaborative editing to create a platform of teamwork and sharing that helps to speed up issue resolution.

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