REMEDY APPLICATION MANAGEMENT OUTSOURCING

The Challenge

BMC Remedy is a dominant force in the IT Service Management (ITSM) solution space and a leader for enterprise wide IT Service Management in every industry and every region around the globe. CIO's and IT service management executives are actively looking to maximize the value of their Remedy Application investment while deftly managing expenses and ensuring organizational alignment. Xinify Outsourcing Services for Remedy can help your organization increase productivity, reduce total cost of ownership and improve service execution and reliability.

The Solution

Worldwide, Remedy corporate users turn to Xinify to help them heighten the performance of their Remedy ITSM or custom built platforms and achieve even higher performance by designing, developing and/or maintaining their applications. Application Outsourcing services offered by Xinify are:

Application Outsourcing bundled with Hosting:

Xinify provides hosting services from its own data centers or can manage a client's Remedy infrastructure remotely. Xinify provides Test, Dev and Production environments under its hosting plan.

Application Management:

Xinify configures and manages both highly configured (custom) and Out of the Box (OTB) Remedy ITSM application installations.

Nearshore/Offshore:

Xinify provides the Remedy Application Outsourcing Services via its Nearshore and Offshore "Remedy Centers of Excellence" in Mexico and India. This unique combination allows support services across every time zone and a true 24x7 support, without the need for multiple shifts in one location.

Comprehensive Application Management:

Xinify provides a full range of Remote Application Support Services including:

1st Level Support - Service Desk Services (Incident Management)

• 365x7 x 24 including holidays telephone and email
• Incident Logging and status reporting
• User Administration - user setup, account maintenance and permissions
• Responsible for 'end-to-end' incident management - logging and transferring of calls for technical and business issues, raising and managing calls with third party suppliers (e.g. BMC)
• Reference Data administration (e.g. Companies, support group maintenance, Operational and Product categorization changes)

2nd line support - Incident / Change Management

• Coordination of Incident handling between Support Groups
• Implementation of minor ARS workflow changes
• Coordination of the Change Management process for Remedy technical and functional updates

3rd Line support

• Provision of experienced resources for large and complex ARS workflow and configuration changes to your Remedy installation
• Remedy application performance tuning