Remedy achieves elite ITIL service and support enhanced status

Issued by Blue Turtle Technologies
Johannesburg, 02 Oct 2003

Blue Turtle Technologies, announced that Remedy, a BMC Software company, had achieved Pink Elephant`s ITIL Service Support Enhanced PinkVerify Status for its IT Service Management (ITSM) applications.

Geoff van den Bosch, Blue Turtle Executive Director commented "This achievement further supports Remedy`s commitment to promote industry best practices, like the Information Technology Infrastructure Library (ITIL), that assist in aligning IT and business strategies".

Pink Elephant`s PinkVerify certification is recognized as the IT service management industry`s foremost program for granting ITIL compatibility. PinkVerify accreditation is an important guideline for customers who realize the significance in aligning IT with business objectives. By adopting and implementing ITIL best practices, companies are better able to deliver optimal, value-based IT service management solutions.

Remedy`s ITSM suite achieved ITIL Service Support Enhanced PinkVerify Status by demonstrating support for two additional processes within PinkVerify`s extended requirements - Service Level Management and Availability Management. These processes are in addition to Remedy`s long-standing certification of ITIL compatibility for its ITSM suite.

With the Service Level Management process, customers have built-in workflows that ensure optimal service levels are negotiated, created, and monitored between IT and its customers while Availability Management processes help organizations optimize their IT infrastructure, its services, and the supporting organization to cost-effectively sustain the availability requirements of the business.

Achieving these additional processes signifies that Remedy`s ITSM suite exceeds ITIL compatibility in critical areas, enabling its customers to further benefit from the ITIL framework. Remedy solutions were the first ever to be PinkVerify certified ITIL compliant, and the company continues to embrace ITIL as a way to help its customers implement best practices in service management.

"ITIL continues to gain momentum with our customers since it enables them to manage costs, increase control, and accelerate service levels," said van den Bosch "By achieving PinkVerify Enhanced Status, our Remedy customers will benefit from advanced definitions and workflow requirements of the ITIL process framework."

Remedy`s commitment to support industry best practices and ITIL began early in the company`s history when it announced that its then-current version if its ITSM suite was certified as ITIL-compliant in Change Management, Configuration Management, Incident Management, and Problem Management. Additional information regarding Remedy`s ITIL-compliant solutions can be found at www.remedy.com/solutions/itil.html.

The ITSM suite of applications, including Remedy Help Desk, Remedy Asset Management, Remedy Change Management, and Remedy Service Level Agreements (SLA), automates service-related business processes and delivers out-of-box industry best practices that optimize IT service and support. Built on the highly adaptable Action Request System (AR System) platform, customers can easily expand the ITSM suite to meet unique business needs not directly covered by the standard functionality.

ITIL

There is a growing realization in the IT community that organizational success is ultimately connected to a documented, systematic and structured method of service management, where all components are linked and underpinned by optimized quality and value for money. The Information Technology Infrastructure Library (ITIL), developed by OGC (Office of Government Commerce) in the United Kingdom, is such an approach. It is a publicly available series of books that outline a comprehensive and consistent set of best practices for IT service management framework available today, and is used by thousands of organizations worldwide. For more information, visit www.pinkelephant.com/aboutitil.htm or www.remedy.com/solutions/itil.html.

Pink Elephant

Pink Elephant is a leader in IT management best practices, including ITIL. Serving North America through its headquarters near Toronto, Ontario, Canada, and with branches throughout Asia Pacific, it specializes in ITIL education and consulting services. For more information, visit www.pinkelephant.com.

Remedy

Remedy, a BMC Software company headquartered in Mountain View, California, provides Service Management software that enables organizations to automate and manage internal and external service and support processes. The Company`s out-of-the-box, best practice applications help customers align service and support with business objectives. These applications - including Remedy Help Desk, Remedy Asset Management, Remedy Change Management, Remedy Service Level Agreements, and Remedy Customer Support - improve service quality, control assets and change, and reduce costs. All Remedy applications are built on the company`s highly flexible Action Request System development platform, allowing customers to easily adapt Remedy solutions to meet unique and changing requirements.

Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. More than 7,000 Remedy customers worldwide employ solutions developed throughout the company`s 13 years of product evolution and investment. Locate additional company and product information at www.remedy.com.

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Remedy achieves elite ITIL service and support enhanced status

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