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San Francisco Museum of Modern Art Increases Functionality with Magic HelpDesk IQ HelpDesk IQ Supports the Museum's Internal Facilities and Call Center Department SUNNYVALE, Calif., April 20 /PRNewswire-FirstCall/ -- Remedy(R), a BMC Software company , today announced that the San Francisco Museum of Modern Art (SFMOMA) has selected the HelpDesk IQ solution to support its help desk network. With the unmatched feature set, ease-of-use and cost efficiency of HelpDesk IQ, SFMOMA has experienced increased problem reporting, elevation and resolution of its problem management and support issues. HelpDesk IQ, a component of Remedy's Magic IT Service Support for the Small & Medium Business, offers an expansive feature set that includes quick ticketing, self-service and knowledge management functionality and patented browser-based capabilities, that can be accessed from any location at any time. Full audit capabilities allow IT support technicians to capture, record and monitor the status of each ticket. In addition, SFMOMA technicians are now able to directly dialogue via email to communicate a request, elevate the issue to the appropriate technician, and resolve the inquiry, while keeping all parties informed via its automatic email integration. HelpDesk IQ also enables increased visibility to monitor and track productivity with unmatched levels of insight into inventory data and reports. "HelpDesk IQ provides the museum with a solution that offers a wide array of functionality and features at a cost efficient price," said Katie Koch, deputy director, administration and finance at SFMOMA. "With our dedication to business efficiency across the organization, HelpDesk IQ is exactly what the Museum needs to address the many functions that require the attention of the help desk. From our information systems department to the call center, HelpDesk IQ is a comprehensive solution for all our internal service-oriented issues. Cromwell & Associates, Inc. was instrumental in helping us understand how we could fully leverage and benefit from HelpDesk IQ." Cromwell & Associates played an important role in the implementation of HelpDesk IQ at SFMOMA. A Remedy Alliance partner, Cromwell & Associates is a consulting firm that focuses on providing technology solutions to its clients, offering expertise in CRM and Help Desk Service Optimization strategies, training, technical and support services. "We have always prided ourselves on delivering top-notch help desk solutions for small and medium businesses that are simple to use, easy to access, and produce the real-time results that drive business success," said Carlos Hidalgo, Magic product marketing director at Remedy. "HelpDesk IQ offers SFMOMA a value-add tool that provides the robust support needed for the Museum's entire network." About SFMOMA Located in a striking Mario Botta-designed building in the heart of the downtown South-of-Market district, SFMOMA is one of San Francisco's most impressive cultural sites. Established in 1935 as the first West Coast institution devoted to modern art, SFMOMA offers dramatic encounters with an outstanding collection and an exciting array of internationally important artists and exhibitions. In its four floors of spacious galleries, the museum presents modern and contemporary painting and sculpture, photography, architecture and design, and media arts. About IT Service Management Solutions from Remedy IT Service Management Solutions from Remedy enable organizations -- from small help desks to geographically distributed enterprises -- to automate support tasks, boost productivity, meet rapidly changing business needs, and monitor and manage the business processes involved in the delivery of IT services. Acknowledged as the market leader, Remedy delivers solutions that provide an optimum combination of functionality and flexibility, enabling organizations to leverage best practices and support unique and changing requirements. Remedy IT Service Management for the Enterprise delivers comprehensive, ITIL-compatible best practices to help enterprise organizations align IT with overall business goals through proactive management of requests, assets, changes, and service level agreements. Magic IT Service Support for the Small & Medium Business provides easy-to-maintain, easy-to-configure, and easy-to-implement best practice Service Desk applications that empower IT to deliver the lowest cost of support in the industry. For more information about Magic products, visit http://www.remedy.com/solutions/magic. About Remedy, a BMC Software company Remedy, a BMC Software company, delivers Service Management software solutions that enable organizations to align internal and external service and support processes to business goals. More than 10,000 customers worldwide, from small and medium businesses to global enterprises, have chosen Remedy software to automate their support processes, improve service levels, manage assets, and lower costs. Remedy's highly flexible, best-practice applications enable enterprise-wide Business Service Management, and allow customers to easily adapt to unique and changing requirements. Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. Remedy customers worldwide have employed solutions developed throughout the company's 14 years of product evolution and investment. Locate additional company and product information at http://www.remedy.com/. Remedy is a registered trademark of BMC Software, Inc. All other trademarks are the property of their respective owners. http://www.newscom.com/cgi-bin/prnh/20030528/REMLOGO http://photoarchive.ap.org/ DATASOURCE: Remedy CONTACT: Tamara Doney of Remedy, +1-916-645-6233, or ; or Julie Redard of Porter Novelli, +1-617-897-8234, or , for Remedy Web site: http://www.remedy.com/

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