RealTime IT News

BMC Buys to Boost Service Desk Software

BMC Software moved to boost its service desk software by acquiring KMXperts, which makes software that helps IT service and customer support centers run better.

The software, a knowledge database application, will help automate problem fixes and answer customer questions, said Jim Grant, general manager of the Service Management Business Unit at BMC Software.

The idea is to reduce dependency on staff and improve customer service, putting the onus of resolving incidents more quickly and reducing call volume and duration on software instead of people.

To make this happen, KMXperts employs online self-service options and natural language queries to decrease the number of issues that must be handled by service desk staff. The idea is to help employees or customers resolve problems at any point in time during any day, thus boosting customer service.

"You can imagine that people at a help desk or customer support center are much more efficient by having immediate access through a search engine and knowledge data base software to access quick answers to questions," Grant said in an interview.

"The ultimate goal is that if a customer has an issue they can go online and solve that issue without human intervention," he said. "Many of our BMC customers prefer that because they can rapidly get the answers through powerful search and navigation capabilities in the database."

BMC will tuck KMXperts' service desk software into its portfolio, where it will help boost the company's Remedy and Magic service desk software lines. Privately-held KMXperts has worked with BMC's Remedy product line since 1998 and BMC has used KMXperts in its own offices since 2003.

Out-of-the-box integrations for BMC Remedy Help Desk and BMC Magic Service Desk Suite are available today.

A pioneer in business service management, which aligns IT with business goals, BMC has bought a handful of companies in the last year to make its portfolio more service-oriented. Other pick-ups include Calendra and OpenNetwork for identity management and single sign, respectively.

While Houston-based BMC has hung its hopes on business service management, vendors such as HP, IBM and Computer Associates all have similar strategies in the works.