BMC
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Remedyforce Features and Integrations

Support the needs of your dynamic business with the robust IT Service Management capabilities available in Remedyforce.

방문 Remedyforce 제품 페이지

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  • CMDB & Configuration Management

    CMDB and Configuration Management

    Integrated inventory maintains accurate information in the Remedyforce Configuration Management Database (CMDB), providing visibility into root cause and impact analysis. See configuration data, including relationships between configuration items, in a topographical view. Includes the ability to detect collisions and analyze impact.

  • Release Management

    Release Management

    Allows management of the processes for planning, scheduling, and controlling the build, test, and deployment of releases and new functionality while protecting the integrity of existing services.

  • Chat

    Easily connect and collaborate with customers in real time. Map categories to IT staff for automated routing and assignment. Update an existing incident or create a new incident from a chat session.

  • Multi-Channel Self-Service

    Self-Service

    Help employees resolve their own issues or needs. Users can submit new service requests, search for solutions to common problems in a vast knowledge base, or view the status of previously submitted incidents. Includes access to self-service via mobile devices.

  • Service Catalog

    Service Catalog

    Create a catalog of IT and business services for customers to browse and request without contacting support. Automate the review and approval of requests to maximize service quality and efficiency.

  • Mobile Apps for IT & the Business

    Mobile Apps for IT and Business

    Supports the needs of IT and business users on the go. Leveraging the Salesforce1 platform, IT agents can use a mobile device to perform virtually any task they would perform at their computers. Self-service business users can submit incidents, view knowledge articles, and use common ticket templates from a mobile device.

    The native Remedyforce mobile app for the business provides full self-service functionality including the ability to check status, submit incidents, browse and submit service requests, check knowledge articles, manage approvals and follow Chatter conversations from a mobile device.

  • Service Level Management

    Service level management

    Maintains customer satisfaction and accountability. Also applies to operational agreements with departments outside IT and extends to underpinning contracts with third party vendors as well.

  • Dashboards & Analytics

    Dashboard and Analytics

    Provides customizable dashboard views so agents get an instant visual display of key performance indicators across a range of process, performance, and workload measurements. Supports continuous service improvement through effective and timely reporting.

  • Reporting

    Reporting

    Provides reports for managing and optimizing help desk and IT asset management operations. The powerful force.com platform ensures the sophistication, visibility, and flexibility needed to keep track of key performance and capacity data across your organization.

  • Social Collaboration with Chatter

    Social Collaboration with Chatter

    BMC Salesforce Chatter® functionality allows agents to collaborate to solve incidents and allows customers to contact IT via a Chatter post. Agents can follow any object in order to gain collective knowledge. Chatter also provides business processing, such as approvals, in a social tool.

  • ITIL Best Practices

    IT Best Practices

    Remedyforce uniquely includes the Alignability Process Model, giving customers access to industry best practices across all major IT service management areas. This reduces training needs, speeds resolution, mitigates risk, and improves compliance and governance.

  • Surveys

    Surveys

    Create, schedule, and manage the distribution of surveys to understand the satisfaction of your customer base. Surveys are easy to configure and administer and provide an automated approach to gathering feedback.

  • SmartViews

    SmartViews

    BMC SmartViews present all the relevant data of any record in a visual format, making it easy to access all related information to fulfill a request. See which tasks are open, pending, or closed and get details about the record's approval process and all the other ITIL processes.

  • Smart Practices

    Smart Practices

    Smart practice modules include:
    Business Services and Offerings
    Categories
    Templates
    Service Request Definitions
    Service Level Agreements

    Smart Practices are proven best practices that you can quickly implement without having to reinvent the wheel. Currently we offer three packages: Smart Practices (IT-focused requests such as requests for VPN or desktop software); HR Smart Practices (HR-focused requests such as benefits questions or on-boarding employees); and Facilities Smart Practices (Facilities-focused requests such as setting up a new office or requests for audio visual setup).

  • Remedyforce Agentless Discovery

    Remedyforce Agentless Discovery

    Agentless discovery is included in the Remedyforce license at no additional cost. With the agentless discovery, you install agents (or scanners) on at least one device in your network. These devices (based on the configurations that you set) scan your network for devices and send the scanned devices information to the Remedyforce CMDB.

  • Service Health

    Service Health

    Enables system administrators, change managers, or staff members to view the health of each business service at a glance.

  • Remedyforce Marketplace

    Remedyforce Marketplace

    With Remedyforce Marketplace customers can have one place to go to find complimentary products and services for Remedyforce.

Remedyforce Integrations

Support the unique needs of your modern business by integrating with other functional areas of your IT organization to increase visibility, coordinate communication and accelerate service delivery.