BMC Remedy Integration

Connect your IT Service Management process to the rest of the development environment

Integrate BMC Remedy with: IBM RTC, JIRA, HP QC, ServiceNow, Zendesk and many more

 

Overview

Being responsive is the cornerstone of providing excellent customer service. And to be responsive to customer needs, service desk professionals need a seamless communication channel with their colleagues in development. But without integrating the tools that these teams use, they are forced into using low-fidelity communication tools such as email and spreadsheets to collaborate on customer issues.

However, by integrating BMC Remedy with the tools the development teams use, efficiency, productivity and cross-team visibility is increased and customer service is enhanced. 

 

For Example:

  • Let’s say your development team uses IBM RTC for defect management, while your support team prefers using BMC Remedy for incident and problem management.
  • The service desk uses BMC Remedy to record incoming calls as incidents, escalating them to problems if the issue is an actual defect.
  • Defects flow over to RTC for the development team to work on.
  • If the development team requires more information about the problem, the teams can easily transfer comments and attachments back and forth.
  • Fixed defects are updated and the resolution is communicated back to the support team.
  • Flows problems to preferred defect management tools
  • Allows simple and convenient communication via attachments and comments
  • Ensures changes in BMC Remedy are instantly recorded in the development teams tool of choice        
  • Enhances customer satisfaction by giving support professionals information they need to respond to inquiries
  • Ensures progress done on the artifacts are up to date in all tools
  • Improves quality of IT services by closely integrating support with other teams
  • Transforms customer support and issue/defect management into a seamless and integrated process

 

Key Features and Benefits

  • Flows problems to preferred defect management tools
  • Allows simple and convenient communication via attachments and comments
  • Ensures changes in BMC Remedy are instantly recorded in the development teams tool of choice        
  • Enhances customer satisfaction by giving support professionals information they need to respond to inquiries
  • Ensures progress done on the artifacts are up to date in all tools
  • Improves quality of IT services by closely integrating support with other teams
  • Transforms customer support and issue/defect management into a seamless and integrated process

 

Artifacts Supported

  • Problem
  • Incident

 

  

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