MOUNTAIN VIEW, Calif. -- Remedy®, a BMC Software company (NYSE:BMC), today announced
that its IT Service Management suite – Remedy Help
Desk, Remedy Change Management, Remedy Asset
Management, and Remedy Service Level Agreements –
has been positioned in the “Leaders” quadrant of
Gartner, Inc.’s 2003 IT Service Desk Magic Quadrant.
This marks Remedy’s fourth appearance in the Leader
quadrant since 1998, an important supporting element
to Remedy’s position in Service Management.
The report, which evaluated over a dozen vendors
providing solutions in the space, positions Remedy’s
IT Service Management suite in the “Leaders”
quadrant for both “Completeness of Vision” and
“Ability to Execute.” Gartner defines Magic Quadrant
leaders as vendors that execute well, show future
vision, lead the industry with a complete IT service
desk suite, and maintain a large reference base.
“We’re pleased to be recognized in the “Leaders”
quadrant in the IT service desk space, and to share
this achievement with our customers,” said Harold
Goldberg, vice president of sales and marketing for
Remedy. “For the past 12 years Remedy customers
worldwide have been securing leadership positions in
their industries by aligning their IT organization
with their business’ goals. This recognition by
Gartner extends to our customers, and to their past
and future successes.”
Last week, Remedy released version 5.5 of its IT
Service Management (ITSM) suite, which has several
substantial new features to help customers quickly
and effectively manage the increasing amount of
change that occurs within their organizations. The
ITSM suite automates service-related business
processes with out-of-the-box best practices for
Service Management, such as those defined by the IT
Infrastructure Library (ITIL®). ITSM 5.5
applications now offer expanded workflow that
leverages application integration within the suite
and with other applications. A new asset
configuration catalog, new Web and Windows user
interfaces, new cumulative service level performance
targets and review periods, and real-time
Flashboards® reporting capabilities add to the
functionality that helps customer align IT with
business objectives in order to increase efficiency
and cost savings.
“Enterprises acquiring new service desk tools or
replacing current ones must prepare a detailed
analysis of their critical requirements and align
and weight them based on key business needs prior to
tool selection,” wrote Gartner senior analyst Kris
Brittain. “Enterprises should place greater emphasis
on the ability-to-execute criteria for longer-term
decisions, especially considering the recent
volatile history of the IT service desk market.”
Addressing the inevitable changes in business,
Remedy expanded the features and workflow across all
the ITSM applications to increase the agility of IT
operations. The newest version of its IT Service
Management suite sets a new standard in enabling
enterprises to effectively manage information
technology changes, assets and service level
agreements.
About Remedy
Remedy, a BMC Software company headquartered in
Mountain View, California, provides Service
Management software that enables organizations to
automate and manage internal and external service
and support processes. The Company’s out-of-the-box,
best practice applications help customers align
service and support with business objectives. These
applications – including Remedy Help Desk, Remedy
Asset Management, Remedy Change Management, Remedy
Service Level Agreements, and Remedy Customer
Support – improve service quality, control assets
and change, and reduce costs. All Remedy
applications are built on the company’s highly
flexible Action Request System® (AR System®)
development platform, allowing customers to easily
adapt Remedy solutions to meet unique and changing
requirements.
Remedy customers include 80 percent of Fortune 100
companies and 60 percent of Global Fortune 500
companies. More than 7,000 Remedy customers
worldwide employ solutions developed throughout the
company’s 13 years of product evolution and
investment. Locate additional company and product
information at www.remedy.com.
05.11.04 
