Mobile Service Desk


Mobile Reach Splitware™ for BMC Remedy Service Desk provides IT staff the ability to service their customer at the point of activity. Splitware integrates tightly with BMC Remedy to extend incident and problem management directly to mobile technicians on their BlackBerry, Smartphone, or other handheld device. Mobile Reach's flex-caching technology allows IT staff to access and update relevant BMC Remedy data seamlessly, regardless of connectivity. The lack of network dependence frees your IT staff to work efficiently, enabling better customer service and productivity while reducing the need for additional headcount. Additionally, the Mobile Reach Splitware™ for BMC Remedy Service Desk solution dramatically reduces financial and SLA penalties and improves customer retention by reducing response time to incidents.

Key Features
Alerts Notifies via email or system events when new incident tickets enter your queue.
Customized Queues Streamline your queue by choosing to see only tickets that are assigned to your individual user ID.
Flex-Caching Technology Flex-cache allows you to go offline without losing the use of your application(s).
Client-Side Timestamps Timestamps are captured on the mobile device as events occur so that SLAs can be accurately reflected in the Remedy system.
Connection Aware Splitware ensures 100% availability of your application 100% of the time, regardless of connectivity.
Dependent Menus All dependent menus from within your BMC Remedy system can be inherited by the mobile application extensions.
Incident Actions Mobile technicians are able to access, create, and update incident and problem records from their mobile devices.