This is good news for many of you who work off of tickets in an IT shop. BMC Remedy is one of the most popular service desk management solution out there. Until now I know many technicians who are constantly heading back to their desk to open, close, and lookup support tickets. Aeroprise just announced a client for these technicians to be able to access their Remedy account from their BlackBerry. Pretty cool since many of these service technicians already have a BlackBerry… I am not sure if this is the first solution to mobilize Remedy but it is the first I have heard of.
According to their press release the benefits of mobilizing BMC Remedy include:
* Quicker response to critical issues
* Increased IT support staff productivity
* Greater levels of customer satisfaction
* Improved Service Level Agreements compliance
Personally I just think it is pretty cool for them to be able to view their ticket queue in their pocket. That way they don’t need to carry around printouts… 🙂
Thanks for sending this one in DavidB!