BMC upgrades Remedy asset management apps

BMC Software's latest version of its Remedy IT service management applications includes upgrades to tools for tracking the life...

BMC Software's latest version of its Remedy IT service management applications includes upgrades to tools for tracking the lifecycle of IT assets and managing changes to corporate systems.

Both of those areas were neglected when Remedy was owned by Peregrine Systems, said Forrester Research analyst John Ragsdale.

The IT Service Management 5.5 release also includes revised software for managing helpdesks and service-level agreements.

The help desk software lets end users create their own e-mail trouble tickets for IT problems and to reassign the tickets to other help desk workers if they're not satisfied with the initial response.

Remedy general manager Jim Grant said the new version also includes a web-based user interface and support for web services technology. The revisions let users focus on helping to reduce their companies' IT costs and aligning corporate technology investments with goals defined by business managers, he said.

Ragsdale said the overhauled user interface in the 5.5 release creates a fully web-based software client that should be easier for IT workers to use than Remedy's existing applications.

Matt Hamblen writes for Computerworld

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