SUNNYVALE, Calif., April 20, 2004 — Remedy®, a BMC
Software company (NYSE:BMC), today announced that
the San Francisco Museum of Modern Art (SFMOMA) has
selected the HelpDeskIQ solution to support its help
desk network. With the unmatched feature set,
ease-of-use and cost efficiency of HelpDeskIQ,
SFMOMA has experienced increased problem reporting,
elevation and resolution of its problem management
and support issues.
HelpDeskIQ, a component of Remedy’s Magic IT Service
Support for the Small & Medium Business, offers an
expansive feature set that includes quick ticketing,
self-service and knowledge management functionality
and patented browser-based capabilities, that can be
accessed from any location at any time. Full audit
capabilities allow IT support technicians to
capture, record and monitor the status of each
ticket. In addition, SFMOMA technicians are now able
to directly dialogue via email to communicate a
request, elevate the issue to the appropriate
technician, and resolve the inquiry, while keeping
all parties informed via its automatic email
integration. HelpDeskIQ also enables increased
visibility to monitor and track productivity with
unmatched levels of insight into inventory data and
reports.
“HelpDeskIQ provides the museum with a solution that
offers a wide array of functionality and features at
a cost efficient price,” said Katie Koch, deputy
director, administration and finance at SFMOMA.
“With our dedication to business efficiency across
the organization, HelpDeskIQ is exactly what the
Museum needs to address the many functions that
require the attention of the help desk. From our
information systems department to the call center,
HelpDeskIQ is a comprehensive solution for all our
internal service-oriented issues. Cromwell &
Associates, Inc. was instrumental in helping us
understand how we could fully leverage and benefit
from HelpDeskIQ.”
Cromwell & Associates played an important role in
the implementation of HelpDeskIQ at SFMOMA. A Remedy
Alliance partner, Cromwell & Associates is a
consulting firm that focuses on providing technology
solutions to its clients, offering expertise in CRM
and Help Desk Service Optimization strategies,
training, technical and support services.
“We have always prided ourselves on delivering
top-notch help desk solutions for small and medium
businesses that are simple to use, easy to access,
and produce the real-time results that drive
business success,” said Carlos Hidalgo, Magic
product marketing director at Remedy. “HelpDeskIQ
offers SFMOMA a value-add tool that provides the
robust support needed for the Museum’s entire
network.”
About SFMOMA
Located in a striking Mario Botta–designed building
in the heart of the downtown South-of-Market
district, SFMOMA is one of San Francisco’s most
impressive cultural sites. Established in 1935 as
the first West Coast institution devoted to modern
art, SFMOMA offers dramatic encounters with an
outstanding collection and an exciting array of
internationally important artists and exhibitions.
In its four floors of spacious galleries, the museum
presents modern and contemporary painting and
sculpture, photography, architecture and design, and
media arts.
About IT Service Management Solutions from Remedy
IT Service Management Solutions from Remedy enable
organizations – from small help desks to
geographically distributed enterprises – to automate
support tasks, boost productivity, meet rapidly
changing business needs, and monitor and manage the
business processes involved in the delivery of IT
services. Acknowledged as the market leader, Remedy
delivers solutions that provide an optimum
combination of functionality and flexibility,
enabling organizations to leverage best practices
and support unique and changing requirements. Remedy
IT Service Management for the Enterprise delivers
comprehensive, ITIL-compatible best practices to
help enterprise organizations align IT with overall
business goals through proactive management of
requests, assets, changes, and service level
agreements. Magic IT Service Support for the Small &
Medium Business provides easy-to-maintain,
easy-to-configure, and easy-to-implement best
practice Service Desk applications that empower IT
to deliver the lowest cost of support in the
industry. For more information about Magic products,
visit www.remedy.com/solutions/magic.
About Remedy, a BMC Software company
Remedy, a BMC Software company, delivers Service
Management software solutions that enable
organizations to align internal and external service
and support processes to business goals. More than
10,000 customers worldwide, from small and medium
businesses to global enterprises, have chosen Remedy
software to automate their support processes,
improve service levels, manage assets, and lower
costs. Remedy’s highly flexible, best-practice
applications enable enterprise-wide Business Service
Management, and allow 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 
