Product Positioning and Differentiation - General

Capability
Platform
On-premise for Windows environments

Service Desk Express

Flexible solution offering Onpremise for a variety of platforms Offered in either concurrent and named licenses or mixed model, Self Service unlimited Unique Workspace architecture for unlimited process automation (eg HR, Facilities, Bug Tracking) Deep, process-level Asset Management integration for end-toend service lifecycle management from a single web interface Twitter and Facebook Integration* Rich Text Description w/images for Agents and Customers, copy/paste images Executive Dashboard powered by BI technology and data mart Multi-tenant, industry leading SaaS solution via flexible Force.com platform Named Users Each Staff (paid) user includes 250 Self Service Users Some rules included in Remedyforce Configuration. Force.com platform enables custom workflow and triggers Data import only for inventory, integration with BMC BBCA, BMC PNET, BMC ADDM, Microsoft SCCM, integration with Bomgar Remote Control Deep Salesforce.com Chatter integration Knowledge Management only

License Model
Concurrent user licenses only

Configurable Business Process Automation

Well supported through custom forms, objects & business rules.

Asset Management Integration

Data import only for inventory with BMC BBCA, BMC PNET, Microsoft SCCM & SCOM, integration with Bomgar Remote Control Not available

Social Media Support Rich Text Descriptions

Not available

Trend Reporting
Via included reports, uses Crystal Reports

Exec Dashboard and reporting/ Trend reporting via 3rd Party BI tool

Copyright 4/27/2012 BMC Software, Inc

Product Positioning and Differentiation - ITIL

Capability
PinkVerify
7 processes on PinkVerify v3.0 criteria, 10 processes on v3.1, which includes 2 on OCG more stringent OGC criteria Not verified

Service Desk Express

Incident & Problem Management

Incident included, Problem part of Change add-on module Integrated Add-on module, free customer approvers

Incident and Problem Included

Incident and Problem Included

Change Management

Included for IT change Integrated add-on module, approvals can be applied to any business process, management, approvers need license free customer approvers Service Request Management, Fulfillment, Shopping Cart

Service Request Management

ITIL certified for Service Catalog, Service Request Management through Service Portfolio and Service Request Customer Portal Management

Configuration Management

Integrated add-on module, Based on Atrium CMDB. Nice Included in base product, visualization customizable types & attributes, visualization. No reconciliation. of CMDB and relationships, powerful reconciliation engine. Software License Standard integration with multiple contract management & Financial Mgmt. via Asset Core discovery tools Not available OOB, can be done through custom form.
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Release Management

ITIL Verified, End-to-end release lifecycle management with automated Not available deployment Included Sophisticated SLM capability including: SLA, OLA and U/C , multiple service targets, parent/child.

Knowledge Management

Available through 3 party integration only ITIL verified, included

Service Level Management

Sophisticated SLM capability including: SLA, OLA and U/C
Copyright 4/27/2012 BMC Software, Inc

Unlimited service contracts per workspace/process supported.