It is important that IT
solutions add value by
activating business and
impacting the bottom
line. Selecting the
right service desk or
help desk for managing
operations can help
accomplish this goal.
Midsized businesses need
to move from homegrown
and legacy help desk
tracking software to
more fully integrated
service desk solutions
that support ITIL® best
practice methodologies.
The right ITIL service
desk software can
deliver improved
financial performance,
increased manageability,
and organizational
alignment.
Business Need
Align people,
processes and
technology to
improve operational
efficiency and
become more
proactive
Improve
accountability and
visibility of IT
service and support
Automate the help
desk process
utilizing
browser-based ITIL
service desk
software
Reduce costs and
incident call volume
by implementing
service management
software
Decrease help desk
response and
resolution times and
improve customer
satisfaction
Our Solution
BMC Service Desk Express Suite (previously known as Magic Service
Desk) automates service
desk processes and
lowers cost of support
operations. This
customizable service
management solution
combines best-in-class
help desk software with
core ITIL® best
practices. This suite
provides powerful
workflow and reporting
capabilities. It
includes Integration
Engine, which has
out-of-the-box
connectors (ODBC, SNMP,
XML, LDAP/ADSI) to
integrate Service Desk
with other BMC products
and third-party
applications.
Key Features & Benefits
Connects requests to
people, places, and
assets efficiently
through browsers and
e-mail using a fully
integrated help desk
system
ITIL service desk
software automates
service and request
processes and
supports core ITIL
best practices
Adapts easily to
changes in your
business with
point-and-click
customization and
can be used wherever
service or request
management is
required
Saves you time and
money on
implementation and
administration,
reduces your overall
cost of support, and
is easy and quick to
implement
Provides 24x7 access
to technicians and
end users through a
flexible
browser-based help
desk solution
Reduces call volumes
and increases
satisfaction with
Self-Service Help
Desk included at no
extra charge
Keeps you informed
about your service
management business
with reports on
service response
times and average
response rates
Businesses struggle to
gain visibility and
control over their IT
assets, which are
dynamic due to
technology, shifting
business requirements,
employee growth, and
acquisitions.
Approaching asset
inventory with manual
hardware and software
audits is costly,
incomplete, and
obsolete. The constant
flow of application
updates and patches
burden limited IT
resources and can
enhance maintenance
costs.
Business Need
Discover
configurations and
relationships
between key hardware
and software
components
Manage application
and patch
updates/installations
for clients and
servers
Respond more quickly
to help desk
requests,
organizational
changes, and
personnel
moves/additions
Provide
policy-based,
proactive management
to actively prevent
shifts from approved
configurations
Our Solution
BMC Configuration
Manager Express
automates critical
client management
functions across the
company. You can define
policies that
continuously enforce
functions, such as
deploying and managing
applications, patches,
inventory scanning, and
software usage tracking.
Inventory collection and
centralized reporting
tools enable you to
ascertain license
compliance and make
informed business
decisions and save money
in hardware and software
purchases. BMC
Configuration Manager
Express closely
integrates with BMC
Service Desk Express
Suite to provide
superior IT Service
Management.
Key Features & Benefits
Reduces
administrative costs
by defining and
enforcing continual
compliance and by
initiating
corrective action of
any compliance
exceptions
Automates
application
installation,
updates, repair, and
removal through a
single, multipurpose
package
Moves user base
efficiently from a
mix of back versions
to the most current
version using
versionless updating
Provides automatic,
continuous, and
policy-based patch
updates through
patch management
Provides extensive
and accurate
inventory data for
servers, desktops,
and laptops through
inventory management
Integrates with BMC
Service Desk Express
Suite to provide
your support staff
with access to
detailed
information, thereby
expediting call
resolution
Support organizations
today, whether they are
help desks or technical
support groups, need to
be connected to the
right information.
Having the right
information is just one
part of the equation;
the other part is
enabling analysts and
subject matter experts
to access, maintain, and
share this information.
Knowledge management
solutions must enable
both external and
internal call centers to
perform more efficiently
and give support agents
access to the
information they need to
resolve problems.
Business Need
Reduce support and
training costs
Capture, manage, and
maintain valuable
knowledge across the
organization
Empower end users
with tools that help
them solve common
and repetitive
issues
Provide consistent
and repeatable
knowledge transfer
within your
organization
Our Solution
BMC Knowledge Management
Express (previously
known as Magic Knowledge
Management) improves
staff efficiency,
customer satisfaction,
and business service
quality. BMC Knowledge
Management Express
provides the tools to
harvest information from
your most skilled,
knowledgeable workers.
It is the conduit that
gets information and
knowledge to your end
users who need it to
solve critical IT issues
and to maintain their
focus on the business.
It includes ROI/metrics
reporting tools to help
you pinpoint information
needs, validate
solutions, and align
your people, processes,
and technology.
Key Features & Benefits
Cuts IT costs
without sacrificing
quality service to
internal and
external customers
Helps IT personnel
stay informed on
diverse,
ever-changing
technologies
Conquers long call
times, lengthy
resolutions, and
inconsistent or
outdated solutions
Empowers analysts to
find the information
in the knowledge
base they need
accurately and
quickly
Enables you to
support new
technologies quickly
and capture new
knowledge for future
use
Provides best
practice knowledge
base authoring with
extensive rich-text
HTML editing tools
Integrates Knowledge
Management solution
with BMC Service
Desk Express Suite
Midsized businesses are
the fastest growing
sector of the economy —
and they are constantly
dealing with change.
Keeping ahead of the
competition,
implementing new
technologies, and
dealing with
acquisitions and mergers
are just a few of the
things driving this
change on a daily basis.
Investing in change
management products that
are flexible and easy to
use and maintain is key
for these businesses,
allowing them to manage
the inherent risks
effectively.
Business Need
Adapt to changing
market and
competitive
pressures quickly
Reduce business and
IT risk of
implementing change
Improve visibility
with ITIL change
management best
practices
Track compliance of
regulations, such as
Sarbanes-Oxley
Reduce downtime of
IT infrastructure
Our Solution
BMC Service Desk Express Change Management (previously known as
Magic Change Management)
is based on ITIL® change
management best
practices and allows you
to create a business
case for each change you
consider making to your
IT environment. This
allows you to gather
easily all the
appropriate information,
communicate the purpose
and impact of the
change, build consensus,
obtain approvals, and
implement changes
effectively. BMC Service
Desk Express Change
Management empowers
small and midsized
businesses with fully
integrated workflow
software and solutions
to keep managers
informed and the change
management process
moving smoothly.
Key Features & Benefits
Increases return on
investment through
automated, better
managed changes, and
change management
processes
Improves visibility
into change
management processes
through a common
change schedule
calendar
Provides a unified
change management
repository for
information,
including service
history and
performance of
assets in a
centralized database
Reduces system
downtime and a more
stable production
environment
Reduces risk of
negative impact that
comes with IT
changes by
automating and
effectively managing
the IT change
process
Helps organizations
implement best
practices by using
an ITIL-compliant
solution while
automating much of
the work associated
with the implement
Minimizes business
risk by enabling the
tracking and
monitoring of
Sarbanes-Oxley and
other regulatory
compliance
The issues faced today by many midsized businesses are not that
different than those
faced by large
enterprises. The
pressure to keep IT
systems running at
peak performance,
manage risk, and
reduce costs while
at the same time
maintaining a
competitive
advantage are the
daily challenges
midsized businesses
face. The
differences lie in
the size of budgets,
resources and IT
maturity that
midsized businesses
have at their
disposal to address
these issues.
Business Need
Move from
reactive to
proactive
service
management by
having an
integrated
solution
Gain control of
IT assets and
infrastructure
to reduce costs
while improving
service quality
Manage IT
changes more
effectively to
minimize
business
disruptions
Our Solution
BMC ITSM Express is a modular solution that integrates our
industry-leading products to
meet the demands of service,
performance, and compliance
through IT Infrastructure
Library (ITIL) best
practices. This unique
offering gives you the
flexibility to buy what you
need and when you need it.
It offers out-of-the-box
integration between BMC
Service Desk Express Suite
and other BMC ITSM Express
products to deliver
“proactive” service
management through the
resulting synergy. Unlike
other competitors who depend
on third party solutions,
BMC ITSM Express comprises
of all indigenous
components.
BMC ITSM Express gives you the flexibility to buy what you need
when you need it. You can
get benefited by the
following solution areas:
Incident and Problem
Management - Automates
service and request
processes and supports
core ITIL best practices
Asset Management and
Discovery - Provides
extensive and accurate
inventory data, reduces
compliance risk and
optimizes IT assets
Change and Configuration
Management – Provides
processes to discover
and monitor the state of
IT environment and
manage changes
effectively while
meeting the demands of
business
Performance and
Availability Management
- Minimizes effort
through remote
monitoring, and reduces
downtime by proactively
alerting Service Desk
IT professionals spend
an inordinate amount of
time and money
installing and
maintaining
system-management
applications. Current
solutions require so
much time and effort
that even the largest
organizations monitor
only a fraction of their
total IT investments. In
turn, this forces the IT
staff to tactically
respond only to the most
pressing problems. The
end results are poorly
performing applications,
frustrated customers and
an overwhelmed IT staff.
Business Need
Monitor a variety of
applications,
systems and storage
and network devices
Test and monitor
simple web
transaction response
time and
availability
Enable users to
begin monitoring new
systems in minutes
Offer access to
performance data via
web portal for
viewing status and
managing breach
notifications
Our Solution
BMC Performance Manager Express monitors the performance and
availability of servers,
applications and storage
and network devices.
Monitoring is
accomplished remotely (agentless)
with no software
residing on the elements
being monitored. BMC
Performance Manager
Express also monitors
the performance and
availability of simple
Web transactions.
Monitoring both
infrastructure and
transactions enables IT
to quickly determine how
infrastructure problems
affect the end-user
experience.
Key Features & Benefits
Drives down
operating costs by
remotely monitoring
availability of
storage and network
devices, systems and
application
infrastructure
Improves service
levels by reporting
service problems and
notifying the
appropriate contact
after pinpointing
the problem
Determines whether
backend
infrastructure and
Web sites meet SLAs
by measuring their
performance and
availability against
defined objectives
Offers centralized
access to reports,
event status,
configuration and
administration via a
Web portal
Available as a
licensed product or
a subscription-based
service
