Users of BMC's Service Desk Express will soon be able to extend its features to an array of mobile devices, with new software from Aeroprise.
With Aeroprise Mobility for BMC Service Desk Express, technical troubleshooters in the field will be able to directly access, update, manage and clear IT helpdesk requests using a BlackBerry, Windows Mobile device or Palm Treo.
Aeroprise offers a gateway, tools and application-specific code that let users effectively re-organise a client/server helpdesk application, and tailor it for use on handhelds. BMC Service Desk Express, an ITIL-based program for automating helpdesk services at mid-size organisations, is now enabled for mobile use, thanks to the agreement with Aeroprise.
Once the Aeroprise offering is installed and configured, a field technician can automatically be alerted to a new helpdesk request for one of his regular customers, and use his mobile device to download the request with its associated details, call up a repair and maintenance history of the server or switch he's working on, search a knowledgebase of problems and fixes, and so on.
Beta testing for Aeroprise Mobility for BMC Service Desk Express starts in March, and the product is scheduled to ship in April.