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Service Desk Express Suite
Business Challenge
It is important that IT solutions add value by activating business and impacting the bottom line. Selecting the right service desk or help desk software for managing operations can help accomplish this goal. Midsized businesses need to move from homegrown and legacy help desk tracking software to more fully integrated service desk solutions that support ITIL best practice methodologies. The right ITIL help desk software can deliver improved financial performance, increased manageability, and organizational alignment.
Business Need
- Align people, processes and technology to improve operational efficiency and
- become more proactive
- Improve accountability and visibility of IT service and support
- » Automate the help desk process utilizing browser-based ITIL service desk software
- Reduce costs and incident call volume by implementing service management software
- Decrease help desk response and resolution times and improve customer satisfaction
Our Solution
BMC Service Desk Express Suite (previously Magic Help Desk) automates IT service desk processes and lowers cost of support operations. This customizable service management solution combines best-in-class help desk software with core ITIL best practices. This suite provides powerful workflow and reporting capabilities. It includes Integration Engine, which has out-of-the-box connectors (ODBC, SNMP, XML, LDAP/ADSI) to integrate Service Desk with other BMC products and third-party applications.
Key Features & Benefits
- Connects requests to people, places, and assets efficiently through browsers and e-mail using a fully integrated help desk system
- ITIL service desk software automates service and request processes and supports core ITIL best practices
- Adapts easily to changes in your business with point-and-click customization and can be used wherever service or request management is required
- Saves you time and money on implementation and administration, reduces your overall cost of support and is easy and quick to implement
- Provides 24x7 access to technicians and end users through a flexible browser- based help desk solution
- Reduces call volumes and increases satisfaction with Self-Service Help Desk included at no extra charge
- Keeps you informed about your service management business with reports on service response times and average response rates
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