End-user IT Analytics Improve Service Desk Incident, Problem and Change Management
December 5, 2013 – Lausanne – Nexthink®, the unique provider of End-user IT Analytics, and its partner, ITConcepts, a BSM (Business Service Management) solutions company, today announce the integration of Nexthink and BMC Remedy for improved ITSM (IT Service Management). ITConcepts developed the integration to provide customers better incident, problem and change management through the BMC Remedy ITSM Suite.
The integration of Nexthink with the BMC Remedy ITSM Suite provides real-time, end-user IT analytics to Service Desk workers, which results in a significant increase in the quality of service for incident, problem and change management.
For the first time, Service Desk workers have the opportunity to look at endpoint activity and the quality of the IT services consumed over time. The analytics can either be stored in the incident or can be accessed via a context sensitive link from the Nexthink Finder. Nexthink provides complete and continuous analysis related to all IT services and summarizes application change history, related activites and operations, to enable efficient incident processing.
Furthermore, the integration ensures that infrastructure-wide issues, detected by Nexthink (application crashes, non-availability of services from the end-user perspective, etc.), are automatically created as incidents in BMC Remedy. Service Desk workers can also create incidents with a single click.
In addition, related service performance and health analytics reported by Nexthink can be integrated with the BMC Atrium CMDB and can be synchronized on a recurring basis. This closes the circle providing full visibility of IT services, from the underlying IT infrastructure components to the end-user endpoints where the IT services are consumed.
“The faster time to resolution and improved end-user support provides our customers a unique value,” said Christian Gerber, Director, ITConcepts. “Service Management is focused on the end-user and Nexthink provides the data we’ve been missing. Nexthink truly complements the BMC Remedy ITSM Suite.”
“Employees have increasing expectations for technical support. With the help of Nexthink, Service Desk workers can monitor the overall quality of the IT infrastructure in real-time. Problem solving is significantly improved using Nexthink analytics from the BMC Remedy console,” said Raphael Bolli, VP Customer Success, Nexthink.
ITConcepts is a company specializing in Business Service Management (BSM) solutions, automating your IT business processes and makes resources available.
BMC Software is a leading BSM (Business Service Management) integrator in Switzerland, Germany, and in the Asia Pacific region.
BMC Software offers customized consulting, design and technological solutions. Within our approach, “Strategic computer science leadership” we call certified methods (ITIL V3, ISO 20000), in order to create informatics interfaces between business processes and technology – with the aim to make the business relevant to optimize the efficiency and benefits of IT service providing organization.
Our core competencies are tailor-made solutions for your business. We work closely with you from standard products, customized solutions that promise a solid value at the end.
ITConcepts accompanies you on request through the entire life cycle of the solution. Starting from consulting to installation, implementation, training and support to operations in your IT environment.
Nexthink is the innovator of End-user IT Analytics for security, ITSM and transformation. Our software uniquely provides enterprise-wide, real-time: analytics covering all endpoints, users, applications and network connections; and visualization of IT infrastructure and service delivery. Nexthink helps IT departments connect, communicate and collaborate to achieve their major goals and to optimize endpoint security, operations, support and workplace transformation projects. Nexthink’s real-time analytics and visualization extend help desk, server monitoring, APM (application performance management) and PCLM (PC lifecycle management) tools and provide essential visibility for IT governance.
Nexthink serves the Global 5000 utilizing a leveraged partner model. Nexthink is a private company headquartered in Lausanne, Switzerland.
Nexthink® is a registered trademark of Nexthink S.A. To learn more, visit https://www.nexthink.com.
Tel: +49 151 2351 6419