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Service
Desk ExpressSuite 9.7
Service Desk Express Suite™
9.7 is designed to meet your business requirements, automate your service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library (ITIL®) best practices, the industry standard framework for IT Service delivery and support. |
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 Reduce the Cost of Change:
Change is never easy and without the right systems in place it can have a negative affect on your bottom line and your business. Whether it is employee responsibilities, relocations, or technology modifications, companies require both technology and business processes to effectively manage and evaluate change. |
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 Contribute to Productivity and Security
by providing asset information needed to make effective business decisions. With leading technologies for automated asset inventory tracking, software distribution, software license monitoring, and remote control,
Service Desk Express Desktop Automation Suite can reduce cost and increase efficiency. |
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HOT!!!
Change Formation has partnered with a leading
nationally charted financial institution
to make available
direct lender financing of the solutions we provide.
Learn
More |
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 What's
Hot:
BMC Service Desk Express (SDE) 9.7 enables organizations to further automate
and integrate service management tasks in order to reduce IT costs and to help
improve customer satisfaction.
Highlights of this release:
Optional Microsoft SCOM 2007 integration packages – automating the creation
of SDE incidents based on alerts from SCOM. This option requires a purchased
license. Those who have already purchased the MOM integration do not need a new
license.
Microsoft Project Server 2007 adapter and integration packages – bidirectional
update and sync of MS Project assignments and projects with SDE Incidents and
work orders. Added to the SDE integration engine at no extra cost.
SDE Documenter tool – provides a comprehensive interactive html report of a
customer’s SDE environment for maintenance, configuration, and migration needs.
Added to SDE at no extra cost.
New features
BMC Service Desk Express 9.7 includes the following new
features.
! SCOM
2007 initiator
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Microsoft Project adapter
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Incidents Created from SCOM Alerts report
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Documenter tool
SCOM 2007 initiator
A new initiator is available in the Initiator Type options that
can be used to create records in BMC SDE based on Microsoft System Center Operations
Manager (SCOM) 2007 alerts. The SCOM 2007 initiator allows you to
specify the alert filtering criteria for creating a subscription on the SCOM 2007
server. Any alerts that match the subscription are forwarded to BMC Service Desk
Express. For more information, see the
BMC Service Desk Express Integration
Engine Administrator's
Guide.
Microsoft Project adapter
A new adapter is available in the Adapter Type options that can
be used to retrieve, insert, and update project and timesheet entities from Microsoft
Project Server 2007. For more information, see the
BMC Service Desk Express Integration
Engine Administrator's Guide.
Incidents Created from SCOM Alerts report
A new report is available in the ITSME report category that
displays all closed incidents that were generated from SCOM alerts.
Documenter tool
Documenter is a reference tool that collects your BMC Service
Desk Express metadata information. You can provide this information to a
consultant or Customer Support to document metadata information such as such
as groups, users, permissions, modules, fields, navigators, forms, business
rules, and client side business rules.
NOTE:
The
Documenter tool is installed in the <BMC_install>\BMC\Service
Desk Express\Tools directory.
NOTE:
For
more information on the Documenter tool, see the
BMC Service Desk Express 9.7 Administrator's Guide.
Register now to view the BMC Service
Desk Express Integrations for Microsoft
SMS and MOM webinar demonstration to
learn more about these two new
opportunities and further automate and
improve the efficiency of your service
and support operation.
Click here to learn about SDE 9.6
Features
Aligning People, Process, and Technology
for Business Value.
Midsized businesses face many of the
same issues as larger enterprises in
meeting the needs of both end users
and executives, but they must do so
with smaller budgets and limited
resources. Due to their smaller
staff, they also have a greater need
for easy-to-use and
easy-to-implement help desk software
and solutions that increase
efficiency and customer
satisfaction. IT departments are
often judged based on the ability of
their help desk or service desk to
provide service levels that keep
customers satisfied and the business
running smoothly. Successful
organizations must deliver
high-quality services that quickly
adapt to changes in business
climate.
IT Alignment for Midsized Business
BMC IT Service Management products
help growing midsized businesses
that are under extreme pressure to
reduce costs and expedite service by
keeping IT informed, connected, and
aligned with the business. In
addition, these products work
together to provide an integrated
ITIL® compatible consolidated
service desk solution. While each of
the following BMC IT Service
Management solutions can be
implemented independently for quick
return on investment (ROI), they
ultimately function together to
deliver improved alignment for your
midsized business.
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BMC Service Desk Express Suite
is an easy-to-use and
easy-to-implement browser-based
service desk tracking automation
tool. It offers a flexible
architecture, which makes it an
ideal service desk tracking
software for the service needs
of many departments. Powerful
workflow delivers superior
service and reduces operational
expenses, while interactive
graphical reporting displays the
data you need to make informed
business decisions.
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BMC Configuration Manager
Express
provides hardware and software
asset discovery, policy-based
automation of application
management, patch management,
inventory management, and
software usage tracking. It
allows you to reduce costs,
improve quality of service,
optimize your IT assets, reduce
risks of compliance, automate
inventory management, and
improve the effectiveness of
your Service Desk.
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BMC Knowledge Management Express
is a complete knowledge
management IT solution that
allows you to build, maintain,
and measure the success of your
knowledge base, while improving
service and reducing resolution
time by capturing and managing
solutions created and identified
by your service desk and IT
staff.
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BMC Service Desk Express Change
Management
software is based upon best
practices, and it enables
midsized businesses to
automatically link incidents,
problems, and changes, and then
define root causes, create a
plan for implementing the
change, assess business risks,
and obtain approvals so you can
minimize impact and increase
productivity.
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BMC ITSM Express
offers a modular, integrated
service, performance and
compliance solution designed
specifically for midsized
business.
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Service Desk Express Knowledge
Management
Express is a complete knowledge management
IT solution that allows you to
build, maintain, and measure the
success of your knowledge base. It
includes a whole set of knowledge
management workflow tools, including
Knowledge Management Center for
authoring knowledge, the
Self-Service Answer Center for self
service, Live Help online chat, and
Email Response Management for
efficient email communication. This
customer service Web software helps
manage knowledge with automated
features, such as answer review,
automatic aging, end user feedback,
and reports. Through analysis of user behavior and feedback on answers, your knowledge base is automatically organized.
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Password Management for thousands of users, across multiple systems, is a costly problem. IT help desks report that 20% to 40% of calls are password-reset requests and industry analysts report that these calls can cost $25 to $35 to resolve. Users typically spend twice as much time trying to resolve a password problem as the help desk, so the cost of user productivity can be double that of the direct support cost. Assuming you take 1,000 calls per month, between 200 and 400 of those may be password related. If the average cost per call is $25, you could be spending a minimum of $5,000 per month servicing password issues. This amounts to a significant expense that can be avoided with the right tools.
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