During the process of creating IT support systems we look for the balance, the effective cooperation of technological and human resources, because we are convinced that therein lies the key to business efficiency. For this aim we apply service opportunities provided by technology, the increasingly mature industry solutions, policies, and our own experience.
Thanks to the latest technology achievements, a growing part of our operation can be done remotely. This means that after the (usually necessary) on-site consultancy is done, we can complete projects remotely for any location of the world.
We undertake projects that require lengthy on-site work in the neighboring countries.
We focus on creating efficient, seamless business processes using support applications together with process analysis and reorganization – in the field of IT service management, trouble ticketing, complaint management, or another process.
Utilizing our former experience we customize out-of-the box BMC Remedy ITSM applications or develop professional custom made solutions that fit the clients’ infrastructure.
In the area of IT service management we were among the first in Hungary to follow the ITIL guidelines.
Our trouble ticketing systems developed for telecom networks are based on eTOM principles.
We prefer BMC’s BSM (Business Service Management) methodology during design, which means that the priorities of a service support application are always determined keeping the client’s business goals and specialties of operation in mind.
Based on the capabilities of the Remedy development platform, we apply agile methodology, which does not require a very detailed system specification at the very beginning of the project. The requirements are refined and fine-tuned through the project, which is very time and resource efficient.
Also, as this method takes into consideration both early and ongoing user feedback, the result will be an application solving the customers’ really important needs.
BMC Remedy AR System and ITSM
Replacing separate activities for incident, problem, change, configuration, and asset management with a unified service support strategy is the key to providing true business aligned services.
The BMC Remedy ITSM Suite supports the operation processes of IT organizations according to the ITIL guidelines.
BMC Remedy Action Request System
Remedy Corporation developed its process management platform - currently called BMC Remedy Action Request System - in 1992.
Remedy-based systems can be used for supporting, automating a wide range of corporate activities: business, administrative, and IT processes.
The Remedy platform, that was originally created to be a development and runtime environment for custom built applications, gained special importance in supporting internal IT help desk, service desk, and trouble ticketing processes. From the beginning it is also used in various other areas from food ordering to vacation registration, from car fleet- to HR management.
BMC Remedy ITSM Suite
BMC is the industry leader provider of ITIL solutions. Remedy Service Desk was the first product for large enterprises that got the ITIL certificate from Pink Elephant and BMC was the first vendor to be certified for ITIL® V3 compatibility through PinkVERIFY. ITIL accreditation provides organizations an easy way to identify tools that will align their IT and business interests.
BMC Remedy IT Service Management suite includes industry-leading applications for:
- incident- and problem management – BMC Remedy Service Desk
- asset and configuration management – BMC Remedy Asset Configuration Management
- change and release management – BMC Remedy Change and Release Management
- service level management – BMC Service Level Management
It also offers fully integrated mobility, service request, identity, and knowledge management applications to provide self-service capabilities.
ITSM applications are powered by the BMC Remedy Action Request System (AR System), the industry’s leading service process management platform. The modular system enables clients to deploy the whole suite or just the required applications.
ITSM applications share the included BMC Atrium Configuration Management Database (CMDB) that stores the configuration items used by the applications in a unified way, in a common database.
BMC Remedy Service Desk
BMC Remedy Service Desk supports incident- and problem management. It provides a background for controlled, stable processes that help to restore the damaged business services quickly and efficiently.
BMC’s unique integration capabilities through a unified architecture for all IT services support functions and the single Configuration Management Database (CMDB) provides out-of-the-box integration with other service support processes.
Out-of-the-box workflows automate processes like
- incident generation from user self service request,
- problem correlation to incidents,
- root cause investigation,
- known errors,
- handling corrections via change requests.
BMC Remedy Service Desk helps to establish a common solution for regional, and local IT support organizations, by
- providing increased availability of business-critical systems by speeding incident and problem resolution,
- reduce support call volumes,
- increase productivity of service desk agents, support staff, and users,
- reduce the number of recurring incidents,
- ensure compliance with service level agreements,
- monitor service support key performance indicators, return on investment, and critical success factors.
The professional profile of Remedy Consulting LLC is implementing Remedy AR System based workflow systems and deploying customized Remedy modules.
Particularly we focus on the processes bellow:
- IT service management
- Trouble ticketing
- Complaint management
- Asset inventory
- Task management
We undertake projects mainly in Hungary and in the neighboring countries.
The founding experts of Remedy Consulting have been working together as a team for more than 10 years – as employees of a market leader ICT company that, due to reorganizations had many different names (LNX Ltd., KFKI Ltd., IQSYS LLC, T-Systems Hungary) and owners.
Operating as an independent company, since the establishment of Remedy Consulting in 2010., has given us the opportunity to serve our customers in a more flexible, faster, and more efficient way – directly or as a subcontractor of our formal parent company.
As we keep our costs low, we are able to undertake projects for reasonable prices.
Our mission is to help our clients to to increase their profitability and competitiveness. We implement support systems in order to improve the transparency and manageability of the organization’s processes and enhance the efficiency of the employees by making their everyday work more controlled and easier.
Remedy Consulting aims to earn a reputation as a reliable, long-term partner with deep technical competence and business oriented mentality to our local, regional and worldwide customers.
Since 1998 we developed and deployed several Remedy Trouble Ticketing applications and implemented Remedy ITSM systems in Hungary as well as abroad.
Our know-how covers the full project lifecycle from requirement analysis through the development, testing, deployment phases to administrator and end user training and support.
Our confidence is based on experience accumulated through the several projects we completed and on our technical and methodological (ITIL, eTOM) knowledge.