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Nexthink IT Analytics provides a 360 degree view of the IT Infrastructure
Vipcon provides integration in ITIL and BMC BSM tools
As the market leader for BSM, BMC provides extensive incident, problem and change management solutions to its customers with its Remedy Platform. Nexthink2BMC extends the Remedy Platform to provide insights into the IT infrastructure from the end-user perspective in real-time, resulting in a significant increase of service quality provided by the Service Desk.
The ability to visualize endpoint data over time with an analysis of issues in real-time, leads to improved incident management. An unclear or incomprehensible error description from the end-user can be overcome through permanent access to health analytics that provide a complete and continuous analysis related to all IT services consumed. Thus efficient and proactive service is delivered based on valid data resulting in a significantly higher resolution rate in first-level support. On many occasions the manual creation of tickets is no longer required because Nexthink2BMC automatically creates an incident within the BMC Remedy console. A precise classification of the scale of incidents is ensured through automatic filters and thresholds. Even with the manual creation of an incident, the data is automatically transferred from Nexthink into the BMC ITSM suite.
In change management, a measurable added value is generated from the permanent visibility into the IT infrastructure. Nexthink2BMC clearly shows when and from where end-users access which applications or services, therefore optimizing the impact analysis.
"End-user satisfaction is always our priority. That is why we have decided to partner with Nexthink," said Andreas Kunz, Managing Director of VIPCON.
"Companies have increasing expectations for technical support. With the help of Nexthink IT analytics reports, the Service Desk can monitor the overall quality of the IT infrastructure. Problem solving is significantly improved using Nexhink from the BMC Remedy console," said Ulrich Zeh, Sales Director Germany, Nexthink.
The announcement in German can be found here.
VIPCON GmbH & Co. KG was founded in 1998, headquartered in Nauheim and is principally engaged in the Business Service Management for national and international companies. The company offers comprehensive consulting and implementation of Business Service Management (BSM) solutions, technical support and training. As an Elite Partner of the market leader BMC Software Inc. VIPCON is currently the leading consulting firm for BSM. VIPCON meets all the criteria of a Certified Consulting Partner of BMC.
In German-speaking countries, more than 50 top companies & Co. KG cooperate with VIPCON GmbH.
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