remedy help desk

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Southwest Airlines Supports Business-Critical Systems With Remedy and Vytek

Southwest Airlines is the fourth largest carrier in the United States, with nearly 2,800 daily departures to cities in 30 states. The company's more than 35,000 employees provide legendary customer service to travelers in 58 cities across the nation. Remedy Help Desk offers the flexibility to specify alerts for all...

Tags: Southwest Airlines Co., Remedy Corp., Remedy Help Desk, Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

Additional Resources

Department of Defense Organization Offers One-Stop Shop for All Service Requests With BMC Remedy Help Desk

This Department of Defense organization is comprised of almost 50,000 individuals who serve the U.S. military worldwide, 24 hours a day, seven days a week. When replacing an outdated help desk solution, the Department of Defense Organization turned to BMC Software. The Department of Defense Organization selected BMC Remedy Help...

Tags: BMC Software Inc., U.S. Department Of Defense, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk

IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in...

Tags: Service Desk, BMC Software Inc., Remedy Corp., Countrywide Financial Corporation, Help Desk, It Management, It Services, It Operations, It service Management

Case studies

Swapping old help desk technology for new saves money and boosts service

Two years after rolling out a new IT service management tool for its help desk, Jostens, Inc. has saved more than $100,000 and improved service by 40 percent, among other positive metrics, said Selmer Peterson, director of client and technology services for the Minneapolis-based company.In the spring of 2001, Jostens...

Tags: David Southgate, help desk, Jostens

Technical articles 2003-09-25

TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk

As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency and productivity, while minimizing costs, have always been key objectives. Such considerations were a major factor behind the strategy to integrate its disparate help desk...

Tags: Service Desk, BMC Software Inc., ITIL, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

ALD Puts BMC Remedy Action Request System at the Heart of Its IT Service Infrastructure

As a financial service provider ALD Automotive ALD needs to examine all new applications with regards to security. ALD's requirement was for a comprehensive help desk solution that could go live as quickly as possible but which would offer the security a financial business needs. Flexibility was also a key...

Tags: BMC Software Inc., Information Technology, Remedy Corp., ALD, ALD Automotive, Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

Help Desk

One of my customers currently has a home grown Help Desk program. We need a better system and hopefully a Web based system to enable some of our users to see the status of their requests. We are looking for software and any other ideas to improve our...

Tags: brad_mankoff@..., help desk, off-topic, software, Trackit

Discussion threads 2004-12-06

What is the best (and cheapest) Help Desk software?

What is the best and cheapest Help Desk software?We are exploring options on either updating our current version of Track It or purchasing a new software. I was wondering what everyone thought of the available products. So far it appears that Track It has the most features, but...

Tags: help desk, it management, Liberum, management, ohiois, software, SourceForge, support

Discussion threads 2005-04-14

Wipro Implements ITIL and Improves Efficiencies With Remedy

Wipro provides comprehensive IT solutions and services to corporations globally. To, effectively manage the daily volume of tickets - which may be well over 100 per day for a single customer - Wipro needed a reliable, scalable, and extensively adaptable solution, with automatic workflow capabilities. Wipro selected Remedy because of...

Tags: Wipro Technologies, Remedy Corp., Help Desk, Call Centers, ITIL, It Management, It Operations, It Services, It service Management

Case studies

Countrywide Adopts BMC Remedy Solutions as Enterprise Support Standard

Since its inception in 1969, Countrywide Financial Corporation has become a leading provider of consumer and business-to-business financial services in domestic and international markets. Previously, Production Technologies Support had 500 help desk and support analysts handling nearly 275,000 cases a month for the loan origination divisions. The consolidation initiative brings...

Tags: BMC Software Inc., Remedy Corp., Countrywide, It Management, Help Desk, It service Management, It Operations

Case studies

Configuring new help desk ticketing

I am hoping to get some feedback or a greate resource for this topic. I am in the process of setting up a help desk ticketing system and want suggestion on catergories for tickets. I already have all the systems that need to be address but was curious...

Tags: Call centers, help desk

Discussion threads 2007-12-29

Help Desk Application

What is your favorite Help Desk application? We are using Track IT 6.5 here and it does the job ok. Its time to renew the licenses again and before I spend more money on it, I wanted to see what the rest of the community was using. As always, your...

Tags: Call centers, E-mail, TrackIT, Peregrine, Remedy Corp., help desk

Discussion threads 2008-01-07

Reverse the help desk as a cost center perception

Ticketing systemWhat is a recomended solution for a small SME (300+ users) to track help desk calls and to store and track CI items and changes?RE: Reverse the help desk as a cost center perceptionGood article. There's a lot of companies that don't utilize the information available through the...

Tags: Call centers, help desk

Discussion threads 2008-09-18

What your help desk needs to do, Part 1

Great start- More optionsThis is a great guide for anyone starting a helpdesk. We started a new helpdesk service for a Small Business client base about a year ago. Writing it from the ground up was not an option and Remedy was just too expensive. We found...

Tags: Call centers, IT Services, Help Desk Solution, help desk, ITIL, phone

Discussion threads 2008-09-23

What your help desk needs to do, Part 2

You nailed it!Jay, you nailed it. And, reporting, timely reporting, is the bread and butter and the pie. Reporting starts in the trenches, gets seen at the top of the organization and triggers activity, mostly good activity in the teams that produce change. Second is asset management, but its a...

Tags: Call centers, Asset management, Tools & Techniques, help desk, software, asset, open source

Discussion threads 2008-09-24

BMC Marimba: Building on Your Remedy Investment to Enhance ROI and Reduce Costs - Fast Track to Full Lifecycle CCM

Customers who have made significant investments in BMC Remedy ITSM applications, such as BMC Remedy Asset Management, BMC Remedy Help Desk and BMC Remedy Change Management, face a consistent set of challenges when trying to align IT infrastructure and services to the needs of the business. This webcast shows you...

Tags: BMC Software Inc., Marimba, Investment, ROI, Remedy Corp., It Management, It service Management

Webcasts

WebEx Powers Mission-Critical Support Operations With BMC Remedy Solutions

With nearly 67 percent market share, WebEx is the recognized leader in online meetings and Web conferencing services. When the company was looking for a comprehensive solution that would empower support engineers to provide immediate response to external customer issues and speed the resolution of problems, WebEx chose BMC Remedy...

Tags: BMC Software Inc., WebEx Communications Inc., Remedy Corp., It Management, It service Management

Case studies

help desk and asset management

I work for a small company approximately 30 PC's and around 75 servers at various locations. I am looking into automating more of my Helpdesk Staffs tasks, Web Enabled, Remote Management, basically I think you see where I am going with this. We are currently a staff of 4. I...

Tags: asset, asset management, help desk, it, management, Microsoft Access, software, softwre, SysAid, tfillette@..., windows

Discussion threads 2005-10-18

COLT TELECOM GmbH Improves Customer Service and Increases Customer Retention With Remedy

COLT TELECOM Group is one of the most successful telecommunications suppliers in Europe. COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as part of that service, wanted to ensure that callers to the company would be routed immediately to the person who...

Tags: BMC Software Inc., Customer Service, Remedy Corp., COLT TELECOM GmbH, Help Desk, Customer Relationship Management (CRM), Product Marketing, Call Centers, It Management, It Operations, Enterprise Software, Software, Marketing, It service Management

Case studies

Help Desk

Hi!I am looking out for a good help desk software. .I am not a programmer and need some help . . .Some I've used...Not quite sure what you mean by 'a good help desk software' but I guess an app for tracking issues from report to resolution?If yes, I've used...

Tags: Call centers, help desk, help desk software

Discussion threads 2008-05-20