Help Desk Software - 09 Sep 2003

Remedy secured its second win in the Best Business Applications category when Remedy Help Desk topped HP OpenView Service Desk, its closest competitor, by 40 votes. Reader Jim Messano told us, "When we were ready to purchase Help Desk software, we compared several products and chose Remedy. That was about 10 years ago. It is still in use by our Enterprise Service Desk."

Remedy Help Desk provides an integrated, end-to-end approach to IT service management. The software automates support processes, including the ability to submit, monitor, and manage Help desk cases, change requests, and asset inventory records. Remedy Help Desk can indicate which business services a given incident or problem affects, letting a company determine priorities according to business context. The product can set up work orders to assign jobs to external vendors or outsourced technicians and can integrate with network- and systems-management solutions. Remedy Help Desk is Information Technology Infrastructure Library (ITIL)­compliant.