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Service desks are increasingly under pressure to support end-users on ever-growing services. Despite deployment of event management solutions, outages are an unfortunate reality in modern IT support organizations. While service desks have little control over occurrence of outages, they certainly want to have the means to mass-communicate incidences of outages, planned or unplanned, to their customers. In the absence of a system to communicate outages, end-users must rely on creating incidents, and contacting their "friends in service desk" over phone, IM, or email to find out "what's going on". This is not an efficient way for end-users to become aware of outages. Engaging in one-on-one conversations about infrastructure events that impact the entire company is not efficient for service desks either.

 

End-users require a single pane of glass that they can refer to for information on outages. Service desk agents require a tool to mass-communicate outages. At the same time, their managers are exploring ways to increase self-service usage. Service delivery managers must be equipped with information on numbers and duration of outages to report to customers and management. Service Health in Remedyforce meets all of these needs.

 

If you are attending BMC Engage, join me for the breakout session "Service Health in BMC Remedyforce" on September 9th at 12:15 PM. The venue is Juniper 2. In this session, challenges in outage communication will be covered. We will also look at where Service Health fits in the communication processes for planned and unplanned outages. A product demo will be included. Most importantly, you will learn how you can benefit from adopting this feature, and what the best practices of communication are.