Archive for the ‘Change Management’ category

Service Desk that can be carried in your pocket

August 10th, 2009



You don’t carry laptop to a vacation in Hawaii, just to avoid ending up in working all night on the issues back at the office. The days of happy and peaceful vacation are over for BMC Service Desk and ITSM users or managers, your tickets will follow where ever you go and not allow you to have a peaceful sip in to that mojito (this can be avoided if you switch your mobile carrier to T-Mobile :))

With development of new products from Aeroprise and Rove which are backed by BMC to integrate Smart-phones like Blackberry, Symbian and Windows based phones (iphone users are saved for now :)) with ITSM modules especially Seice Desk.

While Aeroprise (heavily backed up by BMC) supports ITSM modules like Service Desk, Asset Management, and Change Management. The features of Aeroprise Mobility has Create, Modify, Search and Reassign tickets from your mobile phone. You can even generate reports using this tool.

One of the main reasons why Aeroprise or Rove will be a most sought tool is the growth of smart phones and their operational capabilities. With the technology and high speed Internet connections today’s phones are capable of handling more complex operations than before.

Here are videos for product demo of Aeroprise Mobility:

>> Whats new in Aeroprise:

>> Mobile Service Desk:

>> Mobile Change Management:

>> Mobile Asset Management:

While the competitor Rove, has Mobile management tool for integrating Service Desk and Performance Management applications. The features of Rove tool lacks creation of tickets in service desk, but it has updates on the tasks and all other things.

I havent found a demo video for Rove, but here is the place where you can register for a private demo.

Both products promise to save time, increase employee retention, increase efficiency, reduce IT spending  and decrease possible network or service outages. Does any anyone considered that we will be tied to office all the time? :(

Check the white paper written by Doug Mueller on Mobilizing ITSM here White Paper

Namaste

Venkat

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