BMC unveils Remedy 9 Platform for 'people-centred' service management

“BMC has made several enhancements that stand to improve the look and feel of Remedy, but under all the advanced UI design is an optimised platform that enables the workforce to increase productivity and helps IT manage increasingly complex systems,” said Robert Young, research manager at IDC. “BMC has focused on blending ITSM principles with a modern digital service design to help businesses and organisations achieve new heights of success in the digital age.”

“This is the most important release of Remedy in BMC’s history. We are leveraging decades of ITSM expertise to bring thousands of customers a completely revised, modern IT experience in Remedy 9,” said Robin Purohit, president of the Service Support business at BMC. “Purpose-built for a new era of IT workers, Remedy 9 offers an intuitive and engaging experience to redefine how IT work gets done and to move companies towards a digital service management model.”

High performing, transformative companies need IT Service Management to evolve in order to support a new breed of digital services - automated, intuitive, user-focused applications that are created mobile-first and in the cloud. Built to provide enterprise-scale digital service management, Remedy 9 empowers IT to deliver an engaging, digital workplace that makes the whole enterprise more productive. The new BMC Remedy 9 is:

Smart: The new Smart Reporting offers powerful insights to better, faster decisions through the simple creation of custom reports and dashboards. Innovative, engaging ways for IT to work smarter are delivered through the enhanced Smart IT interface, which has been proven to deliver up to 75 percent productivity gains for service desk personnel.

Beautiful: Remedy 9 is built mobile first – leveraging touch screens, predictive text, barcode scanners, GPS and push notifications – to bring the power of the service desk to any device. BMC solicited input from more than 700 users and 170 customers to create an intuitive, engaging role-based user experience that improves productivity.

Powerful: Delivered from the BMC cloud or implemented on premises, the true power of Remedy 9 is “under the hood.” The platform is built on a brand new Java codebase to deliver enterprise-scale performance alongside RESTful APIs, the industry leading CMDB and non-invasive upgrades.

MyIT 2.5
Remedy 9 includes significant updates to the comprehensive service management solution, including MyIT 2.5 and Atrium Configuration Management Database (CMDB) 9.

BMC MyIT further empowers self-service through an integration with BMC Cloud Lifecycle Management (CLM) to allow the deployment of a single IT catalog from which customers can request and track any IT service. Now, instead of filling out forms or putting in multiple calls to the helpdesk, employees can request applications, hardware or services from a personalised service desk catalog.

“Metrics and reporting are the bread and butter of any service management tool. Yet, it has always been challenging and unintuitive to produce reports that meet end user expectations, let alone capture all the existing metrics in the system,” said Richard Etienne, senior Remedy developer and architect at the U.S. Postal Service. “This is no longer true. The Smart Reporting user interface in Remedy 9 is intuitive, extremely robust and easy to use. In fact, IT doesn’t need to get involved any longer as the end users can now easily create reports, gather metrics, and create dashboards. And, the new mobile features put the power of the service desk in my pocket.”