Oct. 13, 2009 (Business Wire) -- Tific, a leading provider of support automation solutions, today announced the availability of their support automation product through BMC Software (NYSE:BMC). BMC has added the Tific Support Automation Suite for BMC Remedy IT Service Managememt Suite (ITSM) to the BMC pricelist, making it available globally from BMC Software and BMC channel partners. The BMC MarketZone program is designed for technology partners with integrated and complementary products to BMC’s Business Service Management (BSM) platform, to sell their offerings through BMC sales channels.
The MarketZone agreement provides BMC customers with access to the Tific Support Automation Suite for BMC Remedy ITSM on BMC’s pricelist. The Support Automation Suite dramatically reduces the cost of IT service support and improves customer satisfaction. It provides automated self-healing, guided self-service for the Windows end user, and intelligent assisted service for the BMC Remedy Service Desk agent.
“We are excited to add Tific’s Support Automation Suite to the exclusive list of BMC MarketZone products,” said BMC’s vice president of Technology Alliances and MarketZone, Fred Johannessen. “Extending our technology alliance with Tific provides our customers with best-of-breed support automation technology that delivers significant business value.”
Tific’s second-generation support automation solution is designed specifically to increase the acceptance and effectiveness of self-service by end users, eliminating calls to the service desk while increasing end user satisfaction. For known problems, Tific’s self-healing capability can detect and resolve a problem without end-user involvement or can guide the user step by step through the remediation process with an easy-to-use wizard.
“The BMC-Tific combination represents a leap forward from traditional end user self-service that relied largely on knowledge management,” stated Bill Keyworth, VP and Research Analyst of Ptak, Noel & Associates. “Tific’s approach of building automation as it pertains to the end user’s problem and configuration greatly simplifies the self-service process …in short, a highly desirable package in enabling the end user to participate in the IT support process.”
Tific provides a support analyst console that integrates with BMC Remedy Service Desk to assist the service desk agent during the remediation process. The console provides real-time configuration and status information about the end-users system, shortening wasted call time to gather information about the user current environment. Based on this information, the support analyst console presents remediation options that are targeted specifically for the end-user’s current situation -- shortening the average handling time while lowering the time and cost of incident resolution. Customers utilizing Tific have lowered IT support costs by 25% to 70% and improved customer satisfaction by 15% to 25%.
“We are thrilled to be working with BMC Software and see our products as a powerful addition to BMC’s BSM platform and self-service initiatives,” said Pär Ribbner, CEO Tific AB. “We know from experience that people want to solve problems on their own -- or better yet, have them solved automatically. Our technology makes that a reality.”
About Tific
Tific is a leading provider of self-healing support automation solutions for large enterprise IT operations and IT outsourcers. Our solutions streamline the support supply chain for Global 2000 corporations, and our products represent the leading ideas in the invention, design, and development of second-generation support automation. Our breakthrough technology eliminates support calls and repetitive problems by providing best-of-breed self-healing solutions as well as ease-of-deployment and state-of-the-art migration capabilities that empower end users to succeed at resolving their own problems. For more information, visit http://www.tific.com
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