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With this solution for BMC Software's Remedy Help Desk, Remedy Customer Support and custom-built Remedy AR System applications, organizations can capture and maintain all of the remote session data, such as the customer Web site entries, times, representative information, resolution statistics, chat transcripts, remote diagnostics and session recordings in AR System forms. The new Remedy help desk product, called Magic Solutions HelpDeskIQ, is designed to automate help desk and service processes within small organisations with less than 800 staff. It aims to reduce cost and mitigate risk by automating and managing the request, approval and implementation of strategic IT changes, extending the change task capabilities of the Remedy Help Desk application, and offering the capability to proactively manage all changes related activity within an IT organisation. |
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