IT Service Management Solution
The QMX IT Service Management Solution is based the tightly integrated and highly adaptable Remedy IT Service Management suite of applications that creates a consolidated service desk that automates the complete IT Service Management process from deployment through ongoing management and support. Remedy IT Service Management is an integrated set of Web-enabled, best-practice software applications that monitor and manage the business processes involved in the delivery of IT services. These applications include Remedy Help Desk, Remedy Service Level Agreements, Remedy Asset Management, and Remedy Change Management. These applications are highly modular, allowing implementation as an integrated suite or as individual applications that can be added as needs evolve.
Customer Service and Support Solution
The QMX Customer Service and Support Solution is built on a series of interoperable Remedy products that provide a means for companies to better manage their customer service operations. These solutions are centered around Remedy Customer Support, which provides issue logging, routing, tracking, escalation, notification, and resolution support while managing entitlement and service level agreements at the customer level. Remedy Customer Support is ideal for use in contact centers as the primary issue management and resolution system. Other Remedy Customer Service and Support applications include Remedy Quality Management, which supports the escalation of issues to Tier 2 and Tier 3 support groups, and Remedy Web Self Service, which provides customers with a robust customer support Web site that includes functionality to selectively provide messaging or collect information to customers based upon profile information or recent activity.
Crisis Response Management Solution
TheQMX Crisis Response Management Solution enables organizations to plan for, recognize, respond to and recover from unexpected events, ranging from cyber-attacks to natural disasters. It helps them implement a well-developed crisis management strategy. For this solutionQMX utilizes Remedy's Crisis Response System (CRS). CRS is built on Remedy's Action Request (AR) System and utilizes Remedy's expertise in optimized workflow, advanced tracking, user notification, incident escalation, change management, and other functions that are directly applicable to the needs of crisis management.
QMX Crisis Response Management deployment team consists of Subject Matter Consultants that have extensive experience in writing, test and executing Crisis Response Plans ranging from Disaster Recovery Plans to Business Continuity of Operations Plans for commercial organizations and Emergency Response Plans for School Districts, local and State governments.
Remedy Custom Solutions
QMX is very experienced in building custom solutions with the Remedy Action Request System. Our consultants are recognized experts in workflow and business design and best practice implementation. The team includes IT Service Management and Customer Service Domain Experts that have served as Enterprise Support Service Managers and Supervisors for over 15 years and managed large (50+ Agents) Help Desks at many Fortune 500 companies. With their experience, they truly know the Best Practices and what works and does not work in various environments.
Remedy Integration Solutions
QMX can integrate Remedy ITSM solutions to allow bi-directional, scheduled, and event-driven data exchange between any Remedy application and any other ITSM product. QMX has integrated Remedy ITSM solutions with numerous Network Management products including IBM Tivoli, Micromuse Netcool, and HP OpenView Network Node Manager and HP OpenView VantagePoint Operations. These integrations allow the automatic creation of Remedy Help Desk tickets when a network-related problem is discovered by the network management system, and the closure of a problem on the help desk updates the Network Management application. Our experience includes integrations with asset auto discovery tools including LANDesk, Microsoft SMS, and Tally TS Census to automate and simplify the collection of deployed asset information. QMX has also integrated Remedy ITSM solutions with Enterprise Resource Planning (ERP) applications, such as PeopleSoft, SAP, and Oracle Applications Suite, enabling two-way information transfer between Remedy powered applications and critical back-office information, optimizing business decisions and processes.