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Remedy's Magic Solution.

Remedy, one of the business units within BMC Software, has recently completed the acquisition of Magic Solutions from Network Associates.

Remedy's Magic IT Service Support suite is a well-featured solution set, incorporating help desk, knowledge management, and change management, with a range of add-ons for specific extra functionality, such as remote support, customer surveys, and a wireless support function.

The new Remedy help desk product, called Magic Solutions HelpDeskIQ, is designed to automate help desk and service processes within small organisations with less than 800 staff. It is simple to deploy and to operate, providing predefined templates for logging problems. A self-service option provides a browser-based method for users to find their own answers to many queries. It also includes inventory tracking, enabling smaller organisations to keep track of both hardware and software assets. Predefined reports provide visibility of help desk and inventory, and this means that users can quickly use such reports.
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Title Annotation:It News
Publication:Software World
Article Type:Brief Article
Geographic Code:1USA
Date:May 1, 2004
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