How do you increase your staff's productivity by 30% and improve customer service? By extending service-management applications built on BMC Remedy Action Request System® (AR System) to mobile devices with Aeroprise's out-of-the-box, easy-to-use solution, you empower your field force to manage both infrastructure issues and service-based interaction with customers and employees anywhere, anytime.
To meet the increasing challenge to lower IT costs, improve service performance and reduce business risk, you must leverage and extend your investment in custom applications built on the BMC Remedy AR System. From design to deployment, you have factored in scalability, adaptability and global reach. Away from the applications, however, you are forced to revert to the same slow manual processes you tried to displace. How do you control service management on the road?
Aeroprise Mobility for BMC Remedy Action Request System lets you manage custom service-management applications on smartphones, such as BlackBerry, Windows Mobile and iPhone. Users can enter, track and resolve service requests from the field, while managers monitor the service performance and infrastructure availability in real time. For additional value, you can mobilize corporate data by integrating the BMC Remedy AR System application with legacy software and databases.
From facility management to time tracking and fleet management, Aeroprise deploys in three days, with no modifications to the BMC Remedy AR system application functionality. Information entered on the mobile device is instantly updated in the BMC Atrium Configuration Management Database (CMDB). IT Infrastructure Library® (ITIL®) workflow changes are automatically mirrored on the mobile device. The Administration Console lets you mobilize filters and active links with a few clicks. And users can easily extend specific fields, reports and alerts from the Personalization Console.
Decrease critical asset downtime
Instant alerts minimizes downtime of critical equipment, such as financial and manufacturing systems, by delivering complete records to the mobile device.
Reduce IT costs with higher productivity
IT support technicians are often 30 percent more productive when they don't need to return to their desks to manage trouble tickets and update asset records.
Improve customer service
Mobile technicians, armed with key information, respond to IT issues quicker and deploy new assets faster.
Gain a 360-degree view of your IT infrastructure
Controlling a complex IT infrastructure allows you to effectively support business priorities, such as growing revenue, reducing costs and lowering risk.
| Manage Issues |
Create, update and reassign incidents |
| Work with Tasks |
View tickets by priority, location, date and more |
| Relate Items |
Relate incidents or configuration items to other incidents
|
| Get Alerts |
Receive, acknowledge and open records with detailed information on your smartphone |
| View Reports |
Provides up-to-date snapshots of key performance indicators
|
| Reassign |
Transfer tickets to other members of the IT support staff |
| Reports |
Provides up-to-date snapshots of key performance indicators |
| Search |
Quickly locate information in multiple trouble tickets |
| Attachments |
Upload and download BMC Remedy attachments as PDF, Word, Excel, GIF, JPG, and BMP files
|
| Signature Capture |
Upload signatures captured from your Windows Mobile device
|
| Personalize |
Mobilize specific fields, workflow and ticket rules with a few clicks |
| Security |
VPN-level security, including IP range restrictions, 128-bit AES encryption and session controls |
| Automatic Device Optimization |
Applications are automatically tailored to the mobile device's screen, bandwidth, connectivity and processing power |
| Offline Connectivity |
Users can continue work offline as updates are seamlessly transmitted when the device connects to the network |
System Requirements
| Server Operating System: |
Microsoft Windows Server |
| Processor: |
32-Bit, 1.5GHz or better |
| Memory: |
2GB |
| Hard Drive Space: |
3GB |
| Integration: |
BMC Remedy Service Desk |
| Mobile Operating System: |
BlackBerry, Windows Mobile and iPhone |
