SUNNYVALE, Calif., February 24, 2004 — Remedy®, a BMC Software company (NYSE:BMC),
today announced that it has been ranked among the market leaders in META Group’s
recently released METAspectrumSM for IT Service Desk Tools. The suite, which
comprises Remedy Help Desk, Remedy Asset Management, Remedy Change Management,
and Remedy Service Level Agreements, helps companies optimize resources,
proactively manage services and assets, and align IT services to the goals of
the business, thereby lowering the total cost of ownership of the IT
infrastructure.
META Group (Nasdaq: METG) is a leading research and consulting firm that focuses
on information technology and business transformation strategies. The new IT
Service Desk Tools METAspectrum evaluation is based on META Group’s METAspectrum
methodology, which provides a framework for evaluating or selecting an
appropriate IT vendor or product, simplifies the decision process, and enables
more effective technology investments.
“It’s true that IT budget spending is again on the incline, yet organizations
continue to critically evaluate their Service Management suite,” commented
Michele Hudnall, Senior Research Analyst at META Group. “CIOs continue to ask
their staff to do more with less. Service organizations must apply technology
appropriately to achieve the ability to link IT service and support to business
objectives cost efficiently.”
Remedy Help Desk is positioned in the Leader segment of the METAspectrum
analysis. META assigned ranking based on two axis: Performance and Positioning.
Beyond securing a leading spot in the report, features and functionality are key
competitive differentiators of the Remedy’s IT Service Management suite,
including Web capabilities for a variety of access options, and Flashboards for
advanced monitoring and measurement. More than 7,000 customers worldwide have
employed Remedy’s well-established product line.
Integration capabilities among the various applications within Remedy’s IT
Service Management suite is also an important differentiator. Remedy Asset
Management, Remedy Change Management, and Remedy Service Level Agreements work
together to provide a deep solution that enables companies to align IT with
their business objectives. The package is very intuitive and easy to use, and
maintains a consistent look and feel throughout all applications within the
suite. All enterprise-level solutions reside on Remedy’s Action Request System®
(AR System®).
The power and homogeneity of the Action Request System are core strengths of
Remedy’s solutions. With its request-centric, forms-driven, workflow-based
architecture, the AR System development environment is optimized for
efficiencies in automating service-related business processes. AR System
simplifies development tasks through a simple point-and-click, drag-and-drop
user interface and includes pre-built service management modules, such as
notifications, escalations, and approvals. AR System includes a broad suite of
intuitive integration tools for application-to-application integration,
including support for Web Services.
“This Leader rating in the METAspectrum report highlights the strengths of
Remedy Help Desk, as well as the rest of our IT Service Management suite, in
supporting a larger initiative – namely, Business Service Management,” said
Harold Goldberg, vice president of worldwide marketing and business strategy at
Remedy. “Having been a leader in Service Management for 14 years, we’re pleased
to once again be recognized for superior products that continue to translate
into significant ROI for customers worldwide.”
Business Service Management (BSM) is an approach for enabling companies to
manage IT and services from a business perspective. BSM enables companies to
understand and predict the impact of technology changes on the business, and
conversely, how changes in the business impact IT, resulting in improved
customer service and business performance. Remedy’s IT Service Management suite
plays a critical role in delivering BSM solutions by offering customers a single
asset repository, including configuration items, downstream and upstream
dependencies, and financial asset information related to the assets that support
a business service.
The complete METAspectrum Evaluation of IT Service Desk Tools can be found at
the following Web site: www.remedy.com/solutions/documents/misc/. Please contact Ryan Ragozzine in Remedy’s Analyst
Relations department for further information regarding the report.
About METAspectrum
METAspectrum was developed to enable IT
professionals to quickly evaluate vendors based on
their ability to deliver on the presence and
performance criteria that matter most in a given
market. With the growing trend toward combining
configuration and asset management into a single
repository, enterprise-class asset management
vendors provide the tool that facilitates better
decisions on a holistic basis.
METAspectrumSM evaluations from META Group (Nasdaq:
METG) provide IT professionals with a view into
critical market success factors and vendor
positioning. METAspectrum delivers comprehensive
evaluations of both technology markets and vendor
product offerings. There are multiple market
evaluations planned for release in 2004 and beyond.
METAspectrum evaluations are updated quarterly,
biannually, or annually, depending on the
characteristics of individual markets. To view
completed market evaluations, or learn more about
the METAspectrum methodology, visit
www.metagroup.com/metaspectrum.
META Group Disclaimer
Copyright © 2003 META Group, Inc. All rights
reserved. Permission to reproduce this research has
been granted by META Group, Inc. Any further
reproduction or redistribution of this research in
any form without prior written approval is
prohibited. METAspectrum is META Group's independent
evaluation of a technology market, representing
marketplace characteristics at a given time and are
subject to change without notice. META Group's
permission to reproduce this evaluation should not
be deemed to be an endorsement of any company or
product. META Group research is intended to be one
of many information sources and decision-makers
should not rely solely on the METAspectrum
evaluation for making solution choices. META Group
expressly disclaims all warranties, express or
implied, including but not limited to fitness of
this research for a particular purpose or
merchantability.
About Remedy
Remedy, a BMC Software company headquartered in
Sunnyvale, California, delivers Service Management
software solutions that enable organizations to
automate and manage internal and external service
and support processes. Founded in 1991, now with
more than 10,000 customers worldwide, Remedy
delivers software solutions that help customers
align service and support with business objectives,
improve service levels, manage assets, and lower
costs. All Remedy best-practice applications are a
key component of enterprise-wide Business Service
Management, and are highly flexible, empowering
customers to easily adapt to unique and changing
requirements.
Remedy customers include 75 percent of Fortune 100
companies and 60 percent of Global Fortune 500
companies. Remedy customers worldwide have employed
solutions developed throughout the company’s 14
years of product evolution and investment. Locate
additional company and product information at
www.remedy.com.
05.11.04 
