Extend BMC Remedy Service Desk functionality, reports and workflow to mobile devices with Aeroprise's pre-configured, easy-to-use mobility solution. When technicians can view, create, update and reassign trouble tickets on the road, IT support cost falls, critical asset downtime shrinks and customer satisfaction improves. With a 360-degree live view of IT, managers can make faster and better-informed business decisions.
The service desk is key to keeping your business running. Still, when critical issues occur, field technicians are cut off from the BMC Remedy Service Desk application and you lose track of who’s doing what. Returning to the office to update records and respond to new issues hurt productivity, service level performance and your ability to manage a complex IT infrastructure. How do you manage incidents and problems away from the desk?
Aeroprise Mobility for BMC Remedy Service Desk extends key features and functionality to BlackBerry, Windows Mobile, iPhone and other smartphones. With only a three-day deployment, support staff can view, create, reassign and update trouble tickets on the road, while managers monitor the IT infrastructure, service level performance and systems availability anywhere, anytime.
For IT Infrastructure Library (ITIL) compliance, Aeroprise automatically inherits and updates any workflow changes made to the BMC Remedy Service Desk application. Information entered on the mobile device is instantly updated in the BMC Atrium Configuration Management Database (CMDB). The Administration Console lets you mobilize filters and active links with a few clicks. And users can easily extend specific fields, reports and alerts from the Personalization Console.
Reduce IT support costs with higher productivity
Mobile technicians are often 30 percent more productive when they don't need to return to their desks to manage incidents and problems.
Decrease critical asset downtime
Instant alerts minimize downtime of critical equipment by delivering real-time ticket information to the mobile device.
Improve customer service
Mobile technicians respond to IT problems faster and document new issues more thoroughly.
Lower hardware expenses
Significantly cut your capital expenses by equipping staff with mobile devices rather than expensive laptops and ineffective pagers.
Gain a 360-degree live view of your IT infrastructure
Mobilize incident management to control complex IT operations and support business priorities, such as growing revenue, reducing costs and enforcing compliance.
| Manage Issues |
Create, update and reassign incidents |
| Work with Tasks |
View tickets by priority, location, date and more |
| Relate Items |
Relate incidents or configuration items to other incidents
|
| Get Alerts |
Receive, acknowledge and open records with detailed information on your smartphone |
| View Reports |
Provides up-to-date snapshots of key performance indicators
|
| Reassign |
Transfer tickets to other members of the IT support staff |
| Reports |
Provides up-to-date snapshots of key performance indicators |
| Search |
Quickly locate information in multiple trouble tickets |
| Attachments |
Upload and download BMC Remedy attachments as PDF, Word, Excel, GIF, JPG, and BMP files
|
| Signature Capture |
Upload signatures captured from your Windows Mobile device
|
| Personalize |
Mobilize specific fields, workflow and ticket rules with a few clicks |
| Security |
VPN-level security, including IP range restrictions, 128-bit AES encryption and session controls |
| Automatic Device Optimization |
Applications are automatically tailored to the mobile device's screen, bandwidth, connectivity and processing power |
| Offline Connectivity |
Users can continue work offline as updates are seamlessly transmitted when the device connects to the network |
System Requirements
| Server Operating System: |
Microsoft Windows Server |
| Processor: |
32-Bit, 1.5GHz or better |
| Memory: |
2GB |
| Hard Drive Space: |
3GB |
| Integration: |
BMC Remedy Service Desk |
| Mobile Operating System: |
BlackBerry, Windows Mobile and iPhone |
