Remedy, Peregrine release help desk software

摘要

Help desk vendors Remedy and Peregrine this week will separately introduce products designed to better align business processes with IT assets and service management, which users say helps to resolve more support calls in less time. Remedy in its first announcement since being sold last fall by Peregrine to BMC Software, will announce its IT Service Management suite, or ITSM 5.5. The suite automates help desk functions such as trouble ticketing, manages assets and changes across desktops, and lets network managers track service-level agreements against IT performance. The software also includes new workflow features that customers can customize with information about their internal processes and assets.