Spawar systems center pacific sector command center. To learn more about trends in help desk buyer behavior, read our 2015 help desk user report. Their main product, the bmc remedy service desk, is a leading incident. The typical way that you know that youve got a help desk case. The helpdesk will still be run here, but the software tracking. Computing services services provide mature and standardized operations processes, centralized management, and partnerfocused support for our mission partners data. This follows the acquisition and integration of relevant technology from baystone and pipestream. Bmc, is a leading provider of enterprise management solutions that empower companies to manage it from a business perspective. Service desk and bmc incident requests, and work with the customer to help. About bmc remedy help desk software bmc software, inc nyse. This follows the acquisition and integration of relevant technology from baystone and. Spawar system center new orleans new orleans customer support.
The hqmc don tracker help desk will provide timely. Given this, it should be no surprise to learn that the market for itsm software is itself very dynamic. Technology users receive 404 error or 500 error when accessing conferences. Remedyforce and remedy 9 are two it services management platforms by remedy software. We perform data management of hardware components, software, and labor.
Spawar systems center new orleans tapped to lead global distance support center help desk consolidation by maria lovasco tolleson julyseptember 2007 center new orleans customer. Full featured all the benefits of the help desk online but on your network. The objective for navy 311 is to simplify and streamline support for the fleet. At the same time, for user satisfaction, bmc remedy 9 scored 97%, while landesk service desk scored 94%. Spawar systems center new orleans tapped to lead global. Remedy service desk analyst with security clearance. See the complete profile on linkedin and discover james. For other than authorized activities such as military exchanges and morale, welfare and recreation mwr sites, the united states department of defense, the department of the navy and the naval information warfare systems command does not exercise any editorial control over the information you may find at these locations. Broker incidents across multiple cloud service providers, extend itsm processes for devops using jiraagile central. Find major industry event information and command briefing presentations. A few years ago, spawar systems center pacific ssc pacific identified a need. Techflow helps ssc pacific eliminate redundant systems. The space and naval warfare systems command spawar systems center ssc new orleans, customer support center csc was named one of the top three customer support centers in the area.
Wyckoff said onr has an older version of remedy and to upgrade would. Please submit a trouble call via the spawar help desk. Fix has been applied to all dcs environments to remedy this issue. Information systems management branch headquarters marine. Spawar systems center new orleans tapped to lead global distance support center help desk consolidation by maria lovasco tolleson julyseptember 2007 center new orleans customer support center is the largest help desk in terms of volume and number of service tickets resolved within the navys global distance support center gdsc. The suite of four modules is built on remedy s established action request ar system and provides crm functionality for midsized companies looking to automate their frontoffice.
Remedy help desk was voted by visitors of as the best help desk software of the year. Bmc remedy it service management concepts guide supporting version 7. Remedy 9 it service management suite support for remedy it service management suite controlm workload automation support for controlmenterprise manager bmc helix footprints service desk trackit. The hqmc don tracker help desk will provide timely, efficient and effective responses to userreported mcats issuesproblems. There are also links to our contracts directorates. Oct 01, 2005 the space and naval warfare systems command spawar systems center ssc new orleans, customer support center csc was named one of the top three customer support centers in the area of customer focus at the government customer support conference in may. Full control runs on your network, so youre not dependent on slow or unreliable isps. The space and naval warfare systems command spawar systems center ssc new orleans, customer support center csc was named one of the top three customer support centers in the area of customer focus at the government customer support conference in may. Bmc software is a leader in business service management, helping it organizations reduce risks and costs while increasing profits. Our group of independent experts have evaluated bmc remedy 9 with a total rating of 8. Help desk software types are generally classified today by their deployment, business size of the target users, and source code accessibility. Design and build new software to meet the unique needs of the u. The space and naval warfare systems center, navys global. Tom ledet, program manager for the navy reserve order.
Remedy help desk voted the leader in help desk software. For overall product quality, bmc remedy 9 received 8. Bmc remedy itsm remedy it service management bmc software. Apr 04, 2016 navsup consolidated help desk is now navy 311. Delivering business service management, bmc software solutions span enterprise systems, applications, databases and service management. Although they have similar names and share similar functionality, the two products are quite different. Remedy developers needed in fun filled new orleans bmc. The company brings this expertise out of the help desk and into the customer service center with their bmc remedy customer support product. Serves as a subjectmatter expert sme on all aspects of bmc remedy itsm. The center uses remedy distributed server option for transferring service. Built on atlassians jira software, jira service desk has everything your it teams need outofthebox including automation.
Unless otherwise noted, online documentation is available with the product and on bmc remedy service desk. Government political science customer service service enhancement help desk services evaluation. Fulfill enterprise service desk and bmc incident requests, and work with the. Enable selfhelp through knowledge access to reduce the number of calls to the service desk service level management the tools you need to define, track, and report service levels. Information systems management branch headquarters marine corps. The navwar acquisition integrated logistics online repository sailor is fully accessible online and navy 311 customer support is available 247365. Maintaining multiple help desk systems led to unnecessary and redundant costs. Bmc remedy 9 alternatives 2020 best similar software from. Spawar systems center pacific sector command center joint u. Itsm bmc remedy developer enterprise information services, inc. The following table lists the documentation available for bmc remedy service desk. Similar to a phone book, search for a support provider.
View available navy 311 metrics and report products. No need to acquire hardware and worry about maintaining it just for a help desk. This will allow for the electronic transfer of help desk breakfix tickets from remote help desks and remedy systems within the network. Storefront catalog defense information systems agency. The space and naval warfare systems center, navys global distance support center by chips. Remedy 9 it service management suite support for remedy it service management suite controlm workload automation support for controlmenterprise manager bmc helix footprints service desk. Space and naval warfare systems command united states navy. The gcscop is a federal help desk forum created to promote excellence in.
It help desk software patrol and proactivenet performance management bppm itil. Information technology service management itsm solutions. San diego nns in response to overwhelming fleet requirements and positive user feedback of the spawar acquisition integrated logistics online repository sailor 2. From startups with clever new applications to the stalwart blue chips of software, itsm software buyers have no shortage of options. Click a pestomin category below to view support links in its area. Remedy help desk takes advantage of new and enhanced features in the ar system user tool, and has an improved user interface the primary interface for remedy help desk is the remedy it service management console. Trouble tickets will be submitted into itsmremedy and sent to appropriate area for assistance. Dcs support has been migrated to the global service desk. Built on atlassians jira software, jira service desk has everything your it teams need outofthebox including automation rules, slas, realtime reporting, and itilcertified processes like incident, problem, and change management. The dispatcher or your managersupervisor will assigned a help desk case to you. Spawar system center new orleans new orleans customer. Bmc remedy 9 is an it service management tool designed specifically for mobile devices.
When ssc pacific needed engineering, software development, and support expertise for its bmc remedy it service management itsm software as a service saas implementation, they selected techflow. The typical way that you know that youve got a help desk case assigned to you is via an email message. Mar 22, 2016 remedyforce and remedy 9 are two it services management platforms by remedy software. Ari provides a liaison between hqmc and the nmci vendor. This innovative application enables employees and it personnel to improve their productivity with very. Also referred to as cloudhosted or softwareasaservice saas, web help desk is hosted on the vendors server. We create the stable environment within which your applications can run. The remedy it service management console works like a control panel, from which users can perform their primary. Trouble tickets will be submitted into itsm remedy and sent to appropriate area for assistance.
Remedy corporation, traditionally known for help desk software, extended its application suites to include crm. Spawar systems center new orleans customer support center finalist for government. Find extensive hardware and software fleet product support. Learn what navy 311 is, how it can help you, and how to use.
Cpff contract to provide software and system engineering, development, support services, and training for bmc remedy enterprise infrastructure and supporting. Remedy help desk software is an integrated support management product which automates the. The contractorsupported don tracker help desk operates in the it center from 0530 to 2000 on all work days holidays and weekends are not included. Naval information warfare center niwc atlantic is now hiring a itsm bmc. Red cross commends niwc atlantic donors for going above and beyond in 2019. Support options include maintenance, ship parts and or repair, it systems, logistics, personnel or career matters, training.
Its easy to our scoring system to help you get a general idea which help desk software product is better for your company. The computer systems analyst will support isea functions by manning the help desk at spawar systems center, atlantic, charleston facility from 0700 to 1700 est estimated. Their main product, the bmc remedy service desk, is a leading incident and problem management solution in the help desk industry. It also lists relevant documents for related solutions and products. Bmc help desk software as a leader in service management, bmc has developed a thorough understanding of the complexities of service and problem management processes. With a simple email or a telephone call, dodwide customers can connect to speciallytrained customer service representatives at the navy 311 service desk. Bmc helix itsm delivers industryleading, next gen service management on your. Wait times have dropped significantly and emails are now addressed in a timely manner. Our transition from the navsup consolidated help desk to navy 311 service desk is complete. Although they have similar names and share similar functionality, the two products are quite. Remedy help desk software is an integrated support management product which automates the support procedures, including the functions to monitor, submit, and manage help desk cases, change requests, and asset inventory records. Office of naval research heeds lessons learned in latest move to.
Spawar systems center new orleans tapped to lead global distance support center help desk consolidation. In this report, well compare remedyforce with remedy 9, and help you decide if either is your best choice for an it services management itsm solution. Request to join niaps, get information about the gdsc, add an activity to the gdsc source of. Apply to developer, customer support representative, remediation manager and more. Support options include maintenance, ship parts and or repair, it systems, logistics, personnel or career matters, training, facilities, medical support, chaplain care, ordnance and other topics. Latest version proposes ticket console configuration, enhanced provider action and screen customization. This case study details how tech flow met the needs of ssc pacific in their support of over 300,000 users, 500,000 assets, and over 1,000,000 service requests. For accurate routing and prompt support, we suggest using email to submit your trouble ticket. Easy installation with the ova file, all you need to do is have a supported hypervisor. Bmc remedy is a software suite designed for a more efficient it service management. View james chafins profile on linkedin, the worlds largest professional community. Techflow helps ssc pacific eliminate redundant systems techflow. This innovative application enables employees and it personnel to improve their productivity with very detailed reports, attractive visualizations, and other itsm features combined with social and modern elements.
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