SUNNYVALE, Calif.
/PRNewswire-FirstCall/ -- Remedy(R), a BMC Software
company (NYSE: BMC), today announced the
availability of an updated version of HelpDeskIQ(TM),
a browser-based help desk solution for small
businesses. HelpDeskIQ is a feature-rich help desk
automation tool that enables small companies to deal
with increased IT service queries without
having to hire additional head count to deal with a
higher volume of requests.
The updated version of HelpDeskIQ builds upon the
previous flagship version's robust features and
functionalities that allow customers, customer
support representatives, and help desk technicians
to quickly and easily resolve problems, address key
issues and requests, and track service provision for
increased employee and customer satisfaction.
According to Michelle Hudnall, senior research analyst
at META Group, a leading provider of information
technology research, advisory services, and
strategic consulting. "It's imperative that small
companies provide the same level of service as
medium- and large-size organizations. A key element
of comparable service lies within the organization's
IT service management capabilities. A solid help
desk solution for a small organization will be
affordable, easy to implement and manage, and will
add to the bottom line by
enabling the organization to operate more
efficiently."
The feature-to-price ratio of HelpDeskIQ affords small
companies the advantages of out-of-the-box help desk
and inventory tracking functionality. Designed for
the immediate needs of small organizations,
HelpDeskIQ can be fully implemented in less than one
hour. Also included as part of the HelpDeskIQ
package is comprehensive web-based training for
service desk staff,
providing an interactive forum for them to learn the
full complement of features and functionalities at
their own pace.
"HelpDeskIQ replaced our homegrown system," said Keith
Richardson, IT director, the Schumacher Group. "In
less than a month, it saved us about 10 hours a week
by reducing the number of trouble tickets by 20
percent overall, with a 50 percent reduction in
certain areas. HelpDeskIQ allows us to identify the
source of key problems so we could address them
proactively, and
provides excellent reporting and inventory-tracking
capabilities. I think HelpDeskIQ is intuitive and
easy to use, and it has freed up my time so I can
focus on handling more strategic issues. Our
internal customers are very pleased with the service
that HelpDeskIQ enables us to deliver to them."
Enhancements to this version extend the benefits of
HelpDeskIQ to offer a more comprehensive solution,
and include:
-- Incoming email integration provides improved
functionality that allows incoming email messages to
automatically pass into
HelpDeskIQ's Business Rule Engine. The messages are
then sent to the proper technician based on
different parameters including subject, priority,
and status;
-- HelpDeskIQ can now be installed and managed on
Windows 2003 in addition to Windows 2000 servers;
-- HelpDeskIQ has been tested and approved for use on
six international versions of Windows 2000/2003
operating systems, including Dutch, French, German,
Italian, Portuguese, and Spanish.
"With IT spending again on the incline, small
businesses are exploring options that deliver a
superior service management solution," said Carlos
Hidalgo, product marketing manager for the of
HelpDeskIQ product line of BMC Software's Remedy
business unit. "Small companies are looking for a
tried and true solution, and are finding that in
HelpDeskIQ. Companies know that they
have a scalable solution that can grow in-line with
business needs and can be seamlessly integrated with
a wide variety of Magic, Remedy, and BMC Software
solutions to support their needs as the business
evolves."
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 mid-sized
businesses to global enterprises, have chosen
Remedy's IT Service Management and Customer Service
and Support 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 80 percent of Fortune 100
companies and 50 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 http://www.remedy.com.
Remedy is a registered trademark of BMC Software, Inc.
All other trademarks are the property of their
respective owners.
05.11.04 
