event as provided by the American Jobs Creation Act (the “Act”). Due to the significant amount of the charge and the one-time nature of the repatriation permitted by the Act, management excludes these costs when it evaluates the Company’s operations and for internal reporting and forecasting purpose
Hong Kong (July 20, 2006) – IT departments can now implement ITIL best practices ‘out of the box’ as a result of BMC Software’s launch today of BMC Remedy IT Service Management (ITSM) 7.0 suite of applications for Greater China.
Using BMC Remedy ITSM 7.0 enterprises can now easily implement pre-embedded ITIL workflows to proactively align IT operations with business requirements. This ‘out of the box’ functionality removes the costly and time-consuming process of manually ensuring that each service support function adheres to ITIL best practices – an enhancement that will result in significantly reduced IT costs and improved IT service levels.
“ITIL adoption has been growing rapidly in China as companies search for ways in which to reduce costs and improve service levels through best practices,” said Bill Lo, General Manager of Greater China for BMC Software. “What’s more, as distributed IT environments become more complex and business dependency on technology grows, the stakes for successful service management have been raised. The release of our new service management solutions gives customers the tools they need to meet service management requirements today and well into the future.”
The BMC Remedy ITSM 7.0 suite contains four applications including: BMC Remedy Service Desk, BMC Remedy Change Management, BMC Remedy Asset Management and BMC Service Level Management.
Business-driven, proactive incident and problem management
BMC Remedy Service Desk 7.0 helps organisations quickly identify and resolve infrastructure incidents before they become larger issues, so they can further reduce the number, duration and severity of business disruptions while still improving service desk efficiency. With a broader range of integrations with more of the IT infrastructure management capability from BMC, and additional IT Infrastructure Library (ITIL®) problem management automation, BMC enables the service desk to more efficiently prioritize, resolve and proactively prevent incidents based on business priorities or potential impact on business services.
Jason Andrew, Asia Pacific director of service management for BMC Software, said: “A key element in being able to move away from a reactive approach to service management and delivering a proactive service to the business is to implement a process around incident and problem management. From this, true business benefits accrue and the duration of support calls fall with increased 1st line call resolution. This results in improved efficiency and increased customer satisfaction with IT.”
BMC Software is the market-leading vendor in the IT service desk/help desk and asset management markets in Asia Pacific, with a 26.6 per cent share, a 9.8 per cent lead over its nearest competitor.
Improved planning processes for IT change
Nearly 80 per cent of system downtime is from people and process failures and change plays a significant role in that. Investing in change management pays off immediately in respect of return on investment, as business availability levels generally rise by 25-35 per cent or more.
BMC Remedy Change Management provides a set of clearly defined policies, processes and planning capabilities for requesting and approving IT changes. The latest version includes features such as a change calendar, as well as multi-stage approvals and process status visualisation. These features are designed to help customers manage change and standardize the risk assessment process.
Simplifying compliance procedures with asset management enhancements
Without scalable, repeatable processes for identifying and managing IT assets and their contract costs and usage, IT departments will continue to struggle to achieve cost-effective software and regulatory compliance. If you do not know what IT assets you have then you cannot effectively control asset acquisition and ongoing maintenance costs. BMC Remedy Asset Management now helps customers understand and manage their IT asset infrastructure, which means they can improve their return on capital by providing an operational approach to the lifecycle, inventory, contract and cost controls of all IT assets.
BMC Remedy Asset Management includes more powerful software license cost and compliance risk management features, which significantly reduce the amount of time and money a customer spends accounting for IT assets to meet regulatory compliance requirements. In addition, the application contains a pre-populated definitive software library (DSL), as well as integration with Change and Configuration Manager (CMM) and the Configuration Management Database (CMDB). This provides business-aware visibility into dependencies between business processes, users and the IT asset infrastructure.
Holistic, business view of service performance
BMC Service Level Management (SLM) provides a simple, yet comprehensive coverage of the SLM process that allows customers to move away from purely technical IT management metrics, to one that is more business-focused.
With the latest enhancements users can now manage multiple service targets per agreement and multiple agreements per contract. This information is then fed into a consolidated SLM dashboard for a holistic view of service performance. It provides real-time SLM while using existing IT management tools and service desk processes to deliver business-aware information about the real-time state of business services.
Second Generation CMDB
BMC Remedy ITSM v7.0 ships with the new BMC Atrium(TM) CMBD 2.0. The BMC Atrium CMDB is a central repository that contains information about the components that make up an organisation’s IT system and the relationships between those components. By keeping an up-to-date CMDB, users can better understand which IT assets exist in the organisation, the relationship between these assets and what impact a change in the IT environment has on the business.
The BMC Atrium CMDB 2.0 is engineered from the ground up to be light-weight, fault-tolerant, robust and both easy to implement and use. It has much deeper levels of integration, an updated architecture, improved federation capabilities, DSL deployment, graphical data views for all applications and improved data reconciliation. Building on the first generation BMC Atrium CMDB released in early 2005, the new version was developed with input from hundreds of customers and includes a set of innovative, shared technologies that link together – or federate – disparate views of the IT infrastructure while providing a shared understanding of business priorities.
BMC Remedy ITSM v7.0 also ships with the BMC Remedy AR System®, a service process management platform that now includes end-to-end Unicode support and enhanced administration specifically for a dispersed IT environment.
Source: BMC Software