Remedy curing services management

Remedy on Monday will upgrade its services management system with enhanced drill-down capabilities and links to third-party network management systems.

The company’s Action Request (AR) System 6.0 is being described by the company as both a services management system and application management and development platform. Featured in the product are new management and analysis tools to improve operational efficiencies, according to Remedy, which is owned by BMC Software.

AR System is a rapid application development environment for automating business processes, such as entering, tracking, and resolving service requests, the company said. It also is being used for functions such as managing stop lights and tracking military assets, Remedy said.

The product supports workflow and Web services and serves as the application platform for Remedy’s enterprise solutions, customer service and support solutions, and custom-built applications.

In Version 6.0, the Flashboards function, which provides a visual representation of a business process model, features dynamic charts and drill-down capabilities for service-level definitions, said Brian Bell, senior director of worldwide marketing at Remedy.

“Specifically, what’s new about it is the ability to define thresholds to service levels,” Bell said.

SNMP monitoring capabilities in Version 6.0 enables network management consoles from companies such as BMC and Computer Associates to track AR System activities.

Also featured in Version 6.0 is the bundling of the Remedy Approval Server with the basic offering. Approval Server automates approval business processes.

New application performance statistics are included in Version 6.0 as well. Remedy also has added licensing and object-locking capabilities for third parties building unique applications based on AR System.

Available now, Version 6.0 is priced at $20,000 for a server and three fixed user licenses, Flashboards, and the Approval Server.