BMC Software Reshapes Enterprise IT Service Management with Launch of Remedy ITSM On Demand

01/19/2010

BMC Remedy ITSM Suite On Demand provides the leading enterprise-class solution via a flexible, cost-effective delivery model

The popularity of the Software-as-a-Service (SaaS) delivery model has never been higher among enterprise IT organizations. The attractiveness is buoyed in large part by a flexible and cost-effective delivery model and the ability to quickly roll out new features, solutions and best practices without the need for additional capital investment or incremental IT staff.

Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading Remedy IT Service Management (ITSM) Suite available to customers via SaaS.

ebizQ received the following:

The BMC Remedy ITSM Suite On Demand solution is based on BMC’s service management suite that natively integrates ITIL® processes with service desk, incident, problem, change, release, asset, service request and service level management. This enables IT operations to quickly resolve business-critical incidents, reduce risk and enforce service level agreements without any on-premise infrastructure or support requirements.

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“Our customers rely on us to deliver a diversified and comprehensive range of Information and Communications Technology (ICT) Consulting and Services," said Steve Loubser, hosting executive at GijimaAST, a leading ICT service provider in Southern Africa. “In much the same way, we rely on BMC Remedy ITSM to provide the foundation for us to add new IT services and expedite the restoration of service should an incident occur. Having these capabilities available on demand will allow us to speed the deployment of new IT systems and ensure consistent access to tools, best practices and information across our company.”

Unlike alternative SaaS offerings, BMC Remedy ITSM Suite On Demand is the only cloud-based solution that delivers a fully integrated enterprise-class service management suite and a comprehensive self-service model that provides a dramatic increase in operational efficiency and service quality. As with BMC’s on-premise Remedy ITSM Suite, the on-demand solution natively integrates with the BMC Atrium Configuration Management Database (CMDB) -– which gives customers a single view into how technology components support critical business services -– in addition to the rest of the Business Service Management (BSM) platform.

“BMC Remedy ITSM is the heart of our service management implementation and provides a single point of entry for the thousands of daily incident and change requests coming into the support desk,” said Steve Carrell, director of Service Support at Intermountain Healthcare. “An on demand Remedy application that provides the flexibility to move from on-premise to SaaS while maintaining BSM workflows is very intriguing to us.”

Tightly integrated with BMC’s BSM platform, BMC Remedy ITSM Suite On Demand is also the only solution that allows customers the flexibility to seamlessly move from an on-premise service management solution to a SaaS delivery model and back again as business conditions warrant. The result is a true enterprise-class SaaS solution that provides the functional breadth and scalability that highly sophisticated customers demand while offering unmatched flexibility and investment protection.

“For years, our customers have relied on the BMC Remedy ITSM Suite to successfully manage their increasingly complex IT environments and drive greater business value from technology,” said Tim Yario, president, Column Technologies. “By making the world’s leading service management suite available on demand, BMC and Column Technologies will provide customers additional flexibility and speed in rolling out new IT services and reduce the overall cost of their service management deployments.”

“In today's tight economy, both enterprise and SMB IT buyers are looking for options that enable them to match spending to business requirements,” said Mary Johnston Turner, research director, Enterprise System Management Software at IDC. “IDC expects the system management software-as-a-service market will top $1 billion by 2013. The availability of BMC Remedy ITSM Suite On Demand, along with the previously announced BMC Service Desk Express on Force.com, means that BMC will be an important option for both enterprise and SMB customers to consider as this market matures."

BMC Remedy ITSM Suite On Demand is the latest BMC solution to be made available in the cloud. In November 2009, BMC and salesforce.com announced a strategic alliance to deliver BMC Service Desk Express on Force.com.

“After carefully observing and analyzing the SaaS market, we believe this is the right time for BMC to make an aggressive move into SaaS. The overwhelmingly positive response from customers, partners and the analyst community is clear confirmation that the market needs access to an enterprise-class ITSM SaaS solution that makes no compromises,” said Dev Ittycheria, president, Enterprise Service Management at BMC. “This announcement noticeably extends our leadership in the service management market and is further proof of our commitment to delivering the most advanced portfolio of BSM solutions.”

BMC Remedy ITSM Suite On Demand will be available in the second quarter of 2010. For information, visit www.bmc.com/ondemand.

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