Remedy will upgrade its services management system with enhanced drill-down capabilities and links to third-party network management systems.
The company's Action Request (AR) System 6.0 is both a services management system and application management and development platform.
Latest management and analysis tools have been added to improve operational efficiencies, according to Remedy, which is owned by BMC Software.
AR System is a rapid application development environment for automating business processes, such as entering, tracking and resolving service requests. It also is being used for functions such as managing stop lights and tracking military assets.
The product supports workflow and web services and serves as the application platform for Remedy's enterprise solutions, customer service and support solutions, and custom-built applications.
In Version 6.0, the flashboards function, which provides a visual representation of a business process model, features dynamic charts and drill-down capabilities for service-level definitions, said Brian Bell, senior director of worldwide marketing at Remedy.
SNMP monitoring capabilities in Version 6.0 enables network management consoles from companies such as BMC and Computer Associates International to track AR System activities.
Also featured in Version 6.0 is the bundling of the remedy approval server with the basic offering, which automates approval business processes.
Remedy has also added licensing and object-locking capabilities for third parties building unique applications based on AR System.
Version 6.0 is priced at $20,000 for a server and three fixed user licences, flashboards and the approval server.
Paul Krill writes for InfoWorld