xMatters (IT management) engine for BMC Remedy ITSM Suite

The challenge

The service desk is the face of IT to most of your

company and often acts as central command.
Given that 86% of the cost of running it goes
towards people, where would you rather expend
those energies? Providing the best possible
interactions to your customers? Or chasing down
tickets that no one has yet claimed? Or contacting
team leads to get updates when customers call
back? Or trying to foster efficient hand offs
between teams working on a ticket?
A high value service desk should run like a welloiled machine. It shouldnt be wasting time
chasing down other teams when tickets get
escalated or looking for updates. You should be
able to look at a ticket and know exactly what
state its in and who has the baton at any time.
Transparency makes the job of the service desk
easier and accountability for everyone involved in
the process makes it happen.

Connect people with what they need to know at the

exact moment they need to know it, so they can act
quickly and intelligently to move business processes
forward.

The combination

Remedy holds all key information about how you

run IT process, support group structure,
service models. When any of the workflows you
run with Remedy need people to be engaged,
thats where xMatters comes in whether its
getting tickets owned by someone in a support
group, getting a change task approved, hunting
down people with service level violations, or
starting up live collaboration sessions on a
conference call. When you need people in your
process, the ITSM suite integration with xMatters
hands off those responsibilities to the IT
Management relevance engine. Everything that
takes place following that hand off is logged
automatically right back into Remedy so that
you have a single place to go to for auditing
and reporting.
Since xMatters maintains an awareness of on-call
schedules, team rotations, escalation rules, and
subscriptions for who needs to be in the know,
engaging the right resources to move your ITSM
processes forward becomes automated. With
the ability for people to respond to ITSM
communications via xMatters using any device
of their choice phone calls, SMS text messages,
emails, smartphones, and tablets, you engage
the right people, at the right time, on any device,
anywhere. That translates into faster response
times that map directly to resolution times. And
you can do all that while saving time for the
people at the service desk so they can focus on
their customers.

View all critical incidents in real time from anymobile

device.

BMC combinations

xMatters provides relevance engines for

BMCs service delivery and support products
including:
BMC Remedy ITSM
BMC Service Desk Express
BMC Control M
BMC Service Impact Manager
B
 MC ProactiveNet Performance
Management
xMatters also provides integrations for other
leading monitoring, automation and service
applications as well as business solutions.

The results
xMatters relevance engines are configured for
core IT functions and processes:

Service Desk: Automating ticket assignment,

incident notification and escalation leads to faster
resolution times. You should expect a reduction
from dispatch to assignment by 85% on average.

NOC: Automating the call out process,

IT Operations: Providing self-service

management, automated scheduling and
automatic notification and escalation with mobile
access to any IT system reduces the time it takes
to complete core IT processes. IT Operations
functions should expect to provide real time
process and personnel visibility, accountability
across the teams and service impact alerts. Net
effect? Costs plummet, decision making cycles
shrink, happiness soars.

eliminating manual call outs, conference calls

and schedule spreadsheets, you should expect
a reduction in incident response times by more
than 33%.

Change: Accelerating the change approval

process for run book automation, provisioning
and emergency changes, our clients experience
a savings of over 80%.

$1.9 M

Saved by MITRE,
reinvested by taking
on new projects

33%

Faster response time for

top 5 global bank

20x

Faster service impact

messages for Vodafone

Partners matter
xMatters is the leading provider of relevance engines.
A new approach to enabling people to interact with
BMC Software products and ITIL processes at the
moment that matters. This combination provides a
rapid return of value to our happy clients

Who is xMatters?
xMatters builds relevance engines that connect people
with what they need to know at exactly the right
moment so they can take immediate action. Over
900 global enterprises use xMatters to make
processes, products and services more valuable and
more effective. More information is available at www.
xmatters.com or 1-866-xMattrs (USA) and
+44(0) 1483 722 001 (UK).

30 min

Saved on every incident

by General Electric

900

Clients are doing

what matters better
than before

xMatters (alarmpoint) engine feature listing

xMatters feature listing

included

Web based system administration: System administration, reporting and configuration capabilities
supported in web user interface

Find me, follow me personal escalation: Device to device escalation until user is located

Two-way communication on text devices: Receive notifications and act using SMS, paging, email, IM,
Blackberry, Droid, iPhone, iPad, etc.

Granular user profiles: Schedule devices, delays, ordering, time frames, languages and event priorities

Scheduling and escalation processes: Teams, simple groups, time or event based escalation, groups
in groups and rotation groups

Event subscription: Business users may subscribe to receive proactive alerts and group supervisors
can assign events, assets and services to teams

Includes xMatters mobile access: Provides immediate, mobile Web access to critical applications
(e.g., iPhone, Blackberry, Android, Windows Mobile, Palm, Symbian)

Active and past event reporting: Real-time and historical event reporting published for personnel
and supervisors

Advanced integration technologies (e.g., SOA): Web services, HTTP and Command line support

Real-time voice notifications:: Receive notifications and take action remotely via voice calls using
analog, T1/E1, and VoIP connectivity

High availability and mirror support: Ability to deploy highly available application servers in a hot/
hot or hot/cold configuration

Permission based, self service web access to user profiles: Manage profiles, contact preferences,
alerts, languages, roles, work schedules and personal event notification reports

Audit level reporting: See who changed what items in personnel and teams and when did they
change them; also view and measure performance reporting

Distributed global deployment support: Follow the sun, message routing, highly available and
scalable to meet sustained, storm load requirements and N+1 site planning

Build and deploy custom applications: Unlimited roles, permission based custom pages, messaging,
subscription and event assignment screens

(Find you) conferencing provides one touch incident conference calls

Scenario based crisis communication: Build, test and execute pre-formatted messages to teams with
real-time quality of delivery reporting and response metrics

For more information, call +1 800 861 3916 US, +44 (0) 1483 722 001 UK, +49 (30) 6920 6245 Germany, +61 (2) 8875 7871 AUS. Visit www.xmatters.com or sales@xmatters.com.
Copyright 2010 xMatters, inc. All rights reserved. All other products and brand names are trademarks or registered trademarks of their respective holders.