More and more, customers want to use their BlackBerry® smart phones and other mobile devices to manage their enterprise IT services. Their ability to do so, however, has been limited, usually because the key service management applications that guide their work are still tied to their desk.
Aeroprise, Inc. and BMC Software have announced a major technology partnership that provides customers a new mobile version of the BMC Remedy IT Service Management solution that is easy to buy, deploy and use on BlackBerry smart phones from Research In Motion®. This partnership will help customers increase productivity while dramatically reducing the cost and risk associated with managing large, highly complex IT environments.
Mobilize your entire BMC Remedy IT Service Management Suite® with one solution. Extending functionality from BMC Remedy Service Desk, BMC Remedy Asset Management and BMC Remedy Change Management to wireless devices helps you lower IT support costs, reduce critical asset downtime and improve customer satisfaction. While support desk technicians can receive, create, reassign and update trouble tickets and asset records on the road, managers approve changes to the IT infrastructure with a click.
“We needed a mobility solution that provided the same service and support capabilities in the field as are available in the office,” said Carolyn Hollingsworth, IT director at Lennox International. “Aeroprise Mobility for BMC Remedy ITSM allows us to respond quicker and solve cases much faster, therefore improving uptime and customer service.”
The benefits of mobilizing BMC Remedy include:
- Quicker response to critical issues
- Increased IT support staff productivity
- Greater levels of customer satisfaction
- Improved Service Level Agreements compliance
“The mobile BMC Remedy ITSM solution allows users to remotely track service-level performance, monitor system availability and approve change requests using their BlackBerry smartphones,” said Jim Grant, BMC’s senior vice president for corporate strategy and development. “Instant alerts are triggered as critical issues are submitted by IT technicians, greatly improving response times and allowing for remote updates to trouble tickets and asset records. As a result, IT administrators can ensure a superior level of customer service and business continuity, whether in or out of the office.”
Dan Turchin, chief executive officer of Aeroprise, said: “IT executives have been asking for an end-to-end commitment to their mobility success, and this is it. IT executives understand the value of mobility and know that the best solutions are market-tested, deeply integrated with their backend systems, secure and cost-effective. Looking at the market right now, the partnership between Aeroprise, BMC and RIM is unique in its ability to meet this customer demand for mobile ITSM.”
- Reduce IT support costs
IT support technicians are often 30% more productive when they don’t need to return to their desks to manage trouble tickets and update asset records.
- Decrease critical asset downtime
Instant alerts minimize downtime of critical equipment, such as health management and financial systems, by delivering real-time call ticket information to the device.
- Improve customer service
Mobile technicians, armed with detailed information, respond to business issues quicker and deploy new assets faster.
- Lower hardware expenses
Significantly cut your capital expenses by equipping employees with mobile devices rather than expensive computer laptops and ineffective pagers.
- Gain a 360-degree view of your IT infrastructure
Integrate incident, asset and change management to control complex IT operations and effectively support business priorities, such as growing revenue, reducing costs and enforcing compliance.