Service Desk Express

BMC Alignability for Service Desk Express – Service Delivery Version 5.2.01

and

BMC Alignability for Service Desk Express – Service Support Version 5.2.01

are now generally available.
GA Date: 04/07/2009

BMC Alignability for Service Desk Express provides field-proven processes in a preconfigured database for BMC Service Desk Express Suite. BMC Alignability for Service Desk Express allows customers to implement mature service management process quickly with minimum risk of failure.

Key Features & Benefits:

• Reduces the time to implement BMC Service Desk Express Suite by more than 50%
• Improves adherence to best practice frameworks, such as ITIL
• Ensures superior quality of service by continuously optimizing processes
• Minimizes training required for IT staff

BMC Alignability for Service Desk  Express – Service Delivery consists of the following modules:

• Service Level Management
• Availability Management
• Capacity Management
• Continuity Management
• Financial Management

BMC Alignability for Service Desk Express – Service Support consists of the following modules:

• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Alarm Management
• Release Management

Highlights of these releases:

• Compatibility with BMC Service Desk Express version 9.8 - Customers can move to a newer database version of APM and take advantage of Service Desk Express 9.8 features
• Six new Key Performance Indicator reports:

1.     Complaints: The number of registered support requests with the Category field set to “Request for Support Improvement”

2.     Incidents Resolved within Target: The number of completed support requests with the Category field set to "Request for Incident Resolution" that were completed before their target date and time, divided by the total number of completed requests for incident resolution.

3.     Service Desk Resolutions: The number of support requests that were both registered and resolved at the service desk without the assistance from another group, divided by the total number of support requests registered by service desk analysts.

4.     Rejected Solutions: The number of times that a support request was reopened because the solution was not accepted (i.e. the number of times that the Completion code field was emptied out because the Status field was set back from "Completed" or higher to less than "Completed"), divided by the total number of completed requests.

5.     Incident Resolution Effort: The total amount of time spent on all closed support requests with the Category field set to "Request for Incident Resolution", divided by the total number of closed requests for incident resolution.

6.     Backlog of Support Requests: The number of support requests that do not yet have their Status field set to "Completed" or higher (or that do not yet have a value specified in their Completion code field).

Serena Lambiase,  Product Manager

For more information on this product, please visit our website.

http://www.bmc.com/products/product-listing/94865223-160052-1266.html