If your organization is like many others, you rely on BMC Service Desk Express to automate service desk processes and lower support costs. However, BMC Service Desk Express also requires your service desk staff to continually spend precious time at their desks updating tickets. To meet the ongoing demand for rapid, dependable service desk services, you need a solution that allows your staff to use BMC Service Desk Express in the field while they solve problems.

The Solution: Airwaves for BMC Service Desk Express

To help, Column Technologies and Jumpstart Wireless have created Airwaves for BMC Service Desk Express. Built on Jumpstart Wireless' mobile technology and Column's deep BMC Software expertise, it directly and reliably integrates with BMC Service Desk Express. Whether you use the out-of-the-box settings or customize them to your exact needs, Airwaves can improve productivity by allowing your staff to use BlackBerry smartphones to access and update their tickets - no matter where they are.

Designed with mobile users in mind, Airwaves for BMC Service Desk Express users can quickly and easily:

• view ticket histories

• create and track tickets

• assign or reassign tickets to themselves, another person, or another group

• update critical ticket fields: Status, Due Date, Urgency, Impact, Assignee, Group Name, Description, Resolution, and Category

• close tickets

• receive word of - and react to - service changes and emergencies

• access and update ticket information even when a network is not available. After a user reconnects to the network, Airwaves for BMC Service Desk Express automatically sends their updated ticket information to the enterprise database.

Powerful Customization Options

With the service desk's growing importance, your IT organization many want to customize Airwaves for BMC Service Desk to your specific requirements. To help, Column Technologies offers consulting services that can tailor screens and database elements. A short time later, you'll have a highly-usable, cost-effective solution that helps your organization get the most out of your technology investment.

Leading System Architecture

Airwaves' highly-efficient, well-documented system architecture supports rapid deployment cycles that allow your IT organization to quickly gain the benefits of a mobile workforce. By continually integrating data and business rules, Airwaves for BMC Service Desk Express can help your mobile users quickly and easily share information as they increase productivity, shorten response times, and lower costs.

To learn how Airwaves for BMC Service Desk Express can improve performance while reducing costs and risk, you can contact a Column office, have Column contact you, or chat with a Column representative.