Product Positioning and Differentiation - General

Capability
Platform
On-premise for Windows environments

Service Desk Express
Flexible solution offering On–premise for a variety of platforms Offered in either concurrent and named licenses or mixed model, Self Service unlimited Unique Workspace architecture for unlimited process automation (eg HR, Facilities, Bug Tracking) Deep, process-level Asset Management integration for end-toend service lifecycle management from a single web interface Twitter and Facebook Integration* Rich Text Description w/images for Agents and Customers, copy/paste images Executive Dashboard powered by BI technology and data mart Multi-tenant, industry leading SaaS solution via flexible Force.com platform Named Users – Each Staff (paid) user includes 250 Self Service Users Some rules included in Remedyforce Configuration. Force.com platform enables custom workflow and triggers Data import only for inventory, integration with BMC BBCA, BMC PNET, BMC ADDM, Microsoft SCCM, integration with Bomgar Remote Control Deep Salesforce.com Chatter integration Knowledge Management only

License Model
Concurrent user licenses only

Configurable Business Process Automation

Well supported through custom forms, objects & business rules.

Asset Management Integration

Data import only for inventory with BMC BBCA, BMC PNET, Microsoft SCCM & SCOM, integration with Bomgar Remote Control Not available

Social Media Support Rich Text Descriptions
Not available

Trend Reporting
Via included reports, uses Crystal Reports

Exec Dashboard and reporting/ Trend reporting via 3rd Party BI tool

© Copyright 4/27/2012 BMC Software, Inc

1

which includes 2 on OCG more stringent OGC criteria Not verified Service Desk Express Incident & Problem Management Incident included.1. included Service Level Management Sophisticated SLM capability including: SLA. rd Release Management ITIL Verified. Software License Standard integration with multiple contract management & Financial Mgmt. OLA and U/C . approvers need license free customer approvers Service Request Management. No reconciliation. Knowledge Management Available through 3 party integration only ITIL verified. multiple service targets. Problem part of Change add-on module Integrated Add-on module. powerful reconciliation engine. parent/child. 2 . Inc Unlimited service contracts per workspace/process supported.0 criteria.ITIL Capability PinkVerify 7 processes on PinkVerify v3. Based on Atrium CMDB. Fulfillment. Shopping Cart Service Request Management ITIL certified for Service Catalog. End-to-end release lifecycle management with automated Not available deployment Included Sophisticated SLM capability including: SLA.Product Positioning and Differentiation . 10 processes on v3. can be done through custom form. OLA and U/C © Copyright 4/27/2012 BMC Software. approvals can be applied to any business process. visualization customizable types & attributes. visualization. Nice Included in base product. of CMDB and relationships. management. Service Request Management through Service Portfolio and Service Request Customer Portal Management Configuration Management Integrated add-on module. free customer approvers Incident and Problem Included Incident and Problem Included Change Management Included for IT change Integrated add-on module. via Asset Core discovery tools Not available OOB.

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