Remedy Extends Service Management to Small Businesses with New Version of HelpDeskIQ

Remedy Extends Service Management to Small Businesses with New Version of HelpDeskIQ

New eMail platform and language support helps small businesses reduce costs and improve customer satisfaction

SUNNYVALE, Calif., June 21 2004 -- Remedy®, a BMC Software company (NYSE:BMC), today announced the availability of an updated version of HelpDeskIQ™, a browser-based help desk solution for small businesses. HelpDeskIQ is a feature-rich help desk automation tool that enables small companies to deal with increased IT service queries without having to hire additional head count to deal with a higher volume of requests.

The updated version of HelpDeskIQ builds upon the previous flagship version’s robust features and functionalities that allow customers, customer support representatives, and help desk technicians to quickly and easily resolve problems, address key issues and requests, and track service provision for increased employee and customer satisfaction.

According to Michelle Hudnall, senior research analyst at META Group, a leading provider of information technology research, advisory services, and strategic consulting. “It’s imperative that small companies provide the same level of service as medium- and large-size organizations. A key element of comparable service lies within the organization’s IT service management capabilities. A solid help desk solution for a small organization will be affordable, easy to implement and manage, and will add to the bottom line by enabling the organization to operate more efficiently.”

The feature-to-price ratio of HelpDeskIQ affords small companies the advantages of out-of-the-box help desk and inventory tracking functionality. Designed for the immediate needs of small organizations, HelpDeskIQ can be fully implemented in less than one hour. Also included as part of the HelpDeskIQ package is comprehensive web-based training for service desk staff, providing an interactive forum for them to learn the full complement of features and functionalities at their own pace.

“HelpDeskIQ replaced our homegrown system,” said Keith Richardson, IT director, the Schumacher Group. “In less than a month, it saved us about 10 hours a week by reducing the number of trouble tickets by 20 percent overall, with a 50 percent reduction in certain areas. HelpDeskIQ allows us to identify the source of key problems so we could address them proactively, and provides excellent reporting and inventory-tracking capabilities. I think HelpDeskIQ is intuitive and easy to use, and it has freed up my time so I can focus on handling more strategic issues. Our internal customers are very pleased with the service that HelpDeskIQ enables us to deliver to them.”

Enhancements to this version extend the benefits of HelpDeskIQ to offer a more comprehensive solution, and include:

· Incoming email integration provides improved functionality that allows incoming email messages to automatically pass into HelpDeskIQ’s Business Rule Engine. The messages are then sent to the proper technician based on different parameters including subject, priority, and status;

· HelpDeskIQ can now be installed and managed on Windows 2003 in addition to Windows 2000 servers;

· HelpDeskIQ has been tested and approved for use on six international versions of Windows 2000/2003 operating systems, including Dutch, French, German, Italian, Portuguese, and Spanish.

“With IT spending again on the incline, small businesses are exploring options that deliver a superior service management solution,” said Carlos Hidalgo, product marketing manager for the of HelpDeskIQ product line of BMC Software’s Remedy business unit. “Small companies are looking for a tried and true solution, and are finding that in HelpDeskIQ. Companies know that they have a scalable solution that can grow in-line with business needs and can be seamlessly integrated with a wide variety of Magic, Remedy, and BMC Software solutions to support their needs as the business evolves.”

About Remedy, a BMC Software Company
Remedy, a BMC Software company, delivers Service Management software solutions that enable organizations to align internal and external service and support processes to business goals. More than 10,000 customers worldwide, from small and mid-sized businesses to global enterprises, have chosen Remedy’s IT Service Management and Customer Service and Support software to automate their support processes, improve service levels, manage assets, and lower costs. Remedy's highly flexible, best-practice applications enable enterprise-wide Business Service Management and allow customers to easily adapt to unique and changing requirements.
Remedy customers include 80 percent of Fortune 100 companies and 50 percent of Global Fortune 500 companies. Remedy customers worldwide have employed solutions developed throughout the company’s 14 years of product evolution and investment. Locate additional company and product information at www.remedy.com.

BMC Software, the BMC Software logos, and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc. All other trademarks or registered trademarks belong to their respective companies. © 2004, BMC Software, Inc. All rights reserves.