Mobile Technologies for Proactive IT Service Management

Global companies have spent over $25 billion on desktop IT Service Management (ITSM) applications to improve employee productivity.

However, as ITSM technicians spend more time away from their desks, the benefits derived from deskbound ITSM tools are diminished. This causes critical business problems including poor response times, endless backlogs, and dissatisfied customers.

Three Wire has recognized this dilemma and now offers a solution comprised of commercially available products to extend enterprise ITSM into the mobile environment.

IT Service Management Foundation

The foundation of the Three Wire ITSM solution is based on BMC’s Remedy IT Service Management (ITSM) suite.

BMC Remedy ITSM applications are IT Infrastructure Library (ITIL) compliant and deliver best practice work-level processes and procedures. These applications are built on the highly flexible Action Request System® (ARS) and can be tailored to fit the unique workflows and procedures within your business environment.

The BMC Remedy ITSM suite incorporates the following modules:

• Service Desk
• Asset Management
• Change Management
• Service Level Management

Mobile Workflow Management

Our Mobile Workflow Management (MWM) solution extends desktop ITSM applications to mobile technicians by allowing them to interact with the BMC Remedy ITSM suite in real-time via PDAs.

This MWM solution is designed for fast and straightforward mobilization of the BMC Remedy Service Desk. It enables wireless service desk workflow with minimal configuration and is quickly deployed so organizations can immediately leverage mobile devices for faster response and improved productivity.

Mobile Network Administration Management

Mobile Network Administration Management (MNAM) allows technicians to solve network problems 24/7 via wireless handheld technology. This dramatically decreases costly network downtime by accelerating the speed of service desk response.

Our MNAM solution allows mobile technicians to perform high-demand tasks via PDAs such as:

• Resetting passwords
• Rebooting servers
• Managing services, users, and print jobs

Mobile Messaging Management

Our Mobile Messaging Management (MMM) solution provides an enterprise with the most comprehensive, detailed view into its users' service quality. By monitoring every email that flows to or from their handhelds, our MMM solution provides deep visibility to the health and performance of the mobile infrastructure. When user problems strike, the IT service desk instantly knows who's affected, where to look, and most importantly, what to do.

The MMM solution enables the ITSM team to deliver proactive service management to mobile users to keep them productive and to ensure that business gets done.