BMC is expanding the ITSM capabilities in the new release of BMC's Remedy solution to multi-cloud environments, including AWS, Jira, and Microsoft Azure.
Users can now broker tickets and manage all incidents both on-premises and across multiple cloud platforms from multiple vendors using the Remedy solution. The new capabilities enable companies to deliver a seamless service experience across complex multi-cloud landscapes.
"Every industry is going through a major transformation where they are under competitive pressure to provide service across multi-cloud environments at the highest efficiency, highest speed, and at the lowest cost," said Nayaki Nayyar, President of Digital Service Management at BMC. "To help our customers achieve these goals, we are extending Remedy to provide multi-cloud service management infused with cognitive capabilities."
Remedy now provides a clear, single view for brokering incidents, changes, and releases across multiple cloud applications and providers. IT managers can optimize resources and costs through automation, eliminating the need to duplicate incident resolution in each management portal of their various public cloud resources.
BMC also added new machine learning capabilities, available today, that drive service desk efficiency and enable IT to better manage today's multi-cloud, multi-device, and omni-channel realities.
- New cognitive capabilities are embedded into the Remedy Service Management Suite solution to automate classification, assignment, and routing of incidents, transforming the way services are delivered by agents with more cost-effective scaling of support across the enterprise.
- Virtual agents and chatbots create a self-service experience with the BMC Digital Workplace solution that employees want to consume and engage with for simple tasks, helping enterprises scale beyond traditional channels.
Based on direct feedback from customers, an innovative new user experience provides unique insights for normalization, reconciliation, and integration of the Configuration Management Database (CMDB). Smart UX configuration capabilities support more detailed and dynamic views to help agents better understand, manage, and resolve incidents, as well as to manage changes.
The new multi-cloud service management, cognitive, and Smart UX features are available now with the newest release of the Remedy solution.
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