Summarize with AI
Open this article in your favorite AI assistant for a quick summary.
MARLBOROUGH, MA and VANCOUVER, BC – October 31, 2007 – Entuity™, a leading provider of solutions for network service management and the global developer of the Eye of the Storm® (EYE) software suite, today announced an updated bidirectional integration to the BMC Remedy Service Desk version 7.0, the latest version of the industry leading helpdesk application. This enhanced integration adds to BMC’s Business Service Management (BSM) solution offerings, enabling joint BMC Software and Entuity customers to further automate workflow when tracking IT system problems, speed problem resolution, and better support business needs. Entuity will be showcasing their complete solution offering in booth number 20 at BMC UserWorld 2007, October 31 – November 2, 2007 at the Vancouver Convention & Exhibition Centre, Vancouver, BC, Canada.
EYE’s bidirectional integration with the BMC Remedy Service Desk dramatically improves the productivity of network issue tracking and resolution by allowing the automated or manual creation of BMC Remedy Action Request tickets from within EYE that are driven from a specific network event or from the view of one or more network devices. The BMC Remedy Service Desk tickets are programmatically populated with relevant data and links back to the EYE management system, allowing operations staff to review a ticket and launch EYE to drill down on specific issues. The automation offered by this integration reduces human error often associated with documenting trouble tickets, facilitates prioritization and routing of tickets for efficient resolution, and offers improved resources to speed resolution – all reducing cost and improving end user satisfaction.
The company also plans integrations to BMC Event Manager (BEM) and BMC Atrium Configuration Management Database (CMDB) Enterprise Manager in early 2008. With BEM integration, network events as monitored by EYE will be forwarded to the BMC Event Manager for use in more complete application, system, and network event and impact management. By integrating EYE with the BMC Atrium CMDB, deeper network inventory information is published from the EYE CMDB into the Atrium CMDB offering customers business-aware visibility into the dependencies of their network infrastructure.
“We have been very pleased with the interest generated for Eye of the Storm since Entuity joined the BMC MarketZone program only five months ago,” said Michael Jannery, president and CEO of Entuity. “Staying current with BMC Remedy Service Desk and extending our integrations to other BMC service management products affirms our commitment to BMC, and furthers the value we can bring to the BMC customer base.”