xMatters (IT management) engine for BMC Remedy ITSM Suite

View all critical incidents in real time from anymobile device.

The challengeThe service desk is the face of IT to most of your company and often acts as central command. Given that 86% of the cost of running it goes towards people, where would you rather expend those energies? Providing the best possible interactions to your customers? Or chasing down tickets that no one has yet claimed? Or contacting team leads to get updates when customers call back? Or trying to foster efficient hand offs between teams working on a ticket?

A high value service desk should run like a well-oiled machine. It shouldnt be wasting time chasing down other teams when tickets get escalated or looking for updates. You should be able to look at a ticket and know exactly what state its in and who has the baton at any time. Transparency makes the job of the service desk easier and accountability for everyone involved in the process makes it happen.

The combinationRemedy holds all key information about how you run IT process, support group structure, service models. When any of the workflows you run with Remedy need people to be engaged, thats where xMatters comes in whether its getting tickets owned by someone in a support group, getting a change task approved, hunting down people with service level violations, or starting up live collaboration sessions on a conference call. When you need people in your process, the ITSM suite integration with xMatters hands off those responsibilities to the IT Management relevance engine. Everything that takes place following that hand off is logged automatically right back into Remedy so that you have a single place to go to for auditing and reporting.

Since xMatters maintains an awareness of on-call schedules, team rotations, escalation rules, and subscriptions for who needs to be in the know, engaging the right resources to move your ITSM processes forward becomes automated. With the ability for people to respond to ITSM communications via xMatters using any device of their choice phone calls, SMS text messages, emails, smartphones, and tablets, you engage the right people, at the right time, on any device, anywhere. That translates into faster response times that map directly to resolution times. And you can do all that while saving time for the people at the service desk so they can focus on their customers.

BMC combinationsxMatters provides relevance engines for BMCs service delivery and support products including:

BMC Remedy ITSM BMC Service Desk Express BMC Control M BMC Service Impact Manager BMC ProactiveNet Performance

Management

xMatters also provides integrations for other leading monitoring, automation and service applications as well as business solutions.

Connect people with what they need to know at the exact moment they need to know it, so they can act quickly and intelligently to move business processes forward.

$1.9 MSaved by MITRE,

reinvested by taking on new projects

33%Faster response time for

top 5 global bank

20xFaster service impact

messages for Vodafone

30 minSaved on every incident

by General Electric

900Clients are doing

what matters better than before

Partners matterxMatters is the leading provider of relevance engines. A new approach to enabling people to interact with BMC Software products and ITIL processes at the moment that matters. This combination provides a rapid return of value to our happy clients

Who is xMatters?xMatters builds relevance engines that connect people with what they need to know at exactly the right moment so they can take immediate action. Over 900 global enterprises use xMatters to make processes, products and services more valuable and more effective. More information is available at www.xmatters.com or 1-866-xMattrs (USA) and +44(0) 1483 722 001 (UK).

The resultsxMatters relevance engines are configured for core IT functions and processes:

Service Desk: Automating ticket assignment, incident notification and escalation leads to faster resolution times. You should expect a reduction from dispatch to assignment by 85% on average.

NOC: Automating the call out process, eliminating manual call outs, conference calls and schedule spreadsheets, you should expect a reduction in incident response times by more than 33%.

Change: Accelerating the change approval process for run book automation, provisioning and emergency changes, our clients experience a savings of over 80%.

IT Operations: Providing self-service management, automated scheduling and automatic notification and escalation with mobile access to any IT system reduces the time it takes to complete core IT processes. IT Operations functions should expect to provide real time process and personnel visibility, accountability across the teams and service impact alerts. Net effect? Costs plummet, decision making cycles shrink, happiness soars.

xMatters feature listing included

Web based system administration: System administration, reporting and configuration capabilities supported in web user interface

Find me, follow me personal escalation: Device to device escalation until user is located

Two-way communication on text devices: Receive notifications and act using SMS, paging, email, IM, Blackberry, Droid, iPhone, iPad, etc.

Granular user profiles: Schedule devices, delays, ordering, time frames, languages and event priorities

Scheduling and escalation processes: Teams, simple groups, time or event based escalation, groups in groups and rotation groups

Event subscription: Business users may subscribe to receive proactive alerts and group supervisors can assign events, assets and services to teams

Includes xMatters mobile access: Provides immediate, mobile Web access to critical applications (e.g., iPhone, Blackberry, Android, Windows Mobile, Palm, Symbian)

Active and past event reporting: Real-time and historical event reporting published for personnel and supervisors

Advanced integration technologies (e.g., SOA): Web services, HTTP and Command line support

Real-time voice notifications:: Receive notifications and take action remotely via voice calls using analog, T1/E1, and VoIP connectivity

High availability and mirror support: Ability to deploy highly available application servers in a hot/hot or hot/cold configuration

Permission based, self service web access to user profiles: Manage profiles, contact preferences, alerts, languages, roles, work schedules and personal event notification reports

Audit level reporting: See who changed what items in personnel and teams and when did they change them; also view and measure performance reporting

Distributed global deployment support: Follow the sun, message routing, highly available and scalable to meet sustained, storm load requirements and N+1 site planning

Build and deploy custom applications: Unlimited roles, permission based custom pages, messaging, subscription and event assignment screens

(Find you) conferencing provides one touch incident conference calls

Scenario based crisis communication: Build, test and execute pre-formatted messages to teams with real-time quality of delivery reporting and response metrics

For more information, call +1 800 861 3916 US, +44 (0) 1483 722 001 UK, +49 (30) 6920 6245 Germany, +61 (2) 8875 7871 AUS. Visit www.xmatters.com or sales@xmatters.com.

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