BMC Service Desk Express Suite Features

Incident Management
Incident Creation
Incident Assignment
Incident Categorization
Incident Status Assignment
Incident Closure
Incident Monitor
Quick Ticket templates (recurring)
Problem Scanner
Work Orders
Crisis Management
Whiteboard Creation
Whiteboard Assignment
Whiteboard Categorization
Whiteboard Status Assignment
Whiteboard Closure
Whiteboard Monitor
Whiteboard Ticket Configuration
Service Asset and Configuration Management
Configuration Items (CI)
CI Assembly
Service Contracts
Vendor Management
Preventive Maintenance
Purchasing
Purchase Requests
Purchase Status
Purchase Actions
Purchase items
Vendor selection
Surveyor
Send surveys to users for input
Dashboard
Color-coded QuickViews (provides overall support center status)
QuickViews calendaring
Multi-table queries
Display query results in charts and graphs
Service Level Management
Service Level Agreements
Service Catalog
Link Configuration Items (CI) to services
Collaboration
Email conversation management
Collaborative workspace
Discussion forum

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BMC Service Desk Express Suite Features

Business Automation
Workflow automation
Business Rules Settings
Job Queue monitor
Notification Business Rules Templates
Business Rules Manager
Email Support: SMTP, POP3, IMAP4
Email notification
Notification scheduling
Incident creation using email
Check incident status using email
Advanced Email routing
Email notification of incident submission
Business Rules Wizard
Automatic problem identification
Program Launcher
Create rules for any module
Client Side Business Rules for data entry validation
Automatic workflow
Rules-based engine
Definable actions and events
Automatically create new records
Automatically update field values
Automatically delete records
Forms Processing
Dynamic Form Transformation
Condition Builder (Filtered Pick Lists)
Multi-Server capability
Support for MS Network load balancing
Support for MS SQL Server clustering
Support for multiple application servers
Database Administration
Graphical user interface (GUI) for customization of Database
Create new fields
Create new tables
Change or create table relationships
Change or create indexes
Control data access for different groups
Reporting
2 User Crystal Reports Professional licenses
5 Crystal Server Software Access licenses
Incident Management Reports
Configuration Management Reports
Purchasing Management Reports
Service Level Management Reports
Work Order Reports
Management Reports
Surveyor Reports

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BMC Service Desk Express Suite Features

License Counting Reports
ITSME Reports
Knowledgebase searching
Knowledge Search engine
Ability to import third party content
Search external documents
System Administration tools
Drag-and-drop Form customization
Create and manage users
Create and manage groups
Create work and holiday schedules
Error Logging and Diagnostics
Error Logging Tool
System and Database checker utilities
Self Service Desk - unlimited access
Create, view and reopen incidents
Update contact information
File attachments
End-user knowledge base searching
Event Notification Ticker
Availability outside the firewall
BMC Service Desk Express Integration Engine
Connectors for third party applications (ODBC, SNMP, LDAP/ADSI, XML, Text/CSV)
Connector for BMC Configuration Manager Express (ODBC)
Connector for BMC Performance Manager Express (SNMP)
BMC Service Desk Express Push Service for telephony integration
BMC Service Desk Express Push Service for telephony integration (Note: Requires BMC Consulting Services)
LIST OF OPTIONAL FEATURES AVAILABLE FOR BMC SERVICE DESK EXPRESS SUITE
BMC Service Desk Express Integration for Microsoft SMS
Connector for Microsoft SMS (Systems Management Server)
BMC Service Desk Express Integration for MOM
Connector for MOM (Microsoft Operations Manager)
BMC Service Desk Express Client Services (expanded Self Service Desk)
Multi-language support
Create, view and reopen incidents
Create, view and reopen service requests
Create, view and reopen purchase requests
Change assessments
Change approvals
View whiteboard alerts
Ability to add attachments to any module
Update Contact Information
End-user knowledge base searching
Frequently Asked Questions (FAQ) system
Discussion forum
Quick ticket templates (recurring)

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BMC Service Desk Express Suite Features

Password management (self registration, forgot password)
Event Notification Ticker
Custom modules of your design
Tips to aid end users
Availability outside the firewall
BMC Service Desk Express Change Management
Track change requests
Report on changes
Roll out plans
Back out plans
Change Assessments
Impact analysis
Change Approvals
Change Schedule calendar
Configuration relationships
Problem Management
Problem Management reports
Change Management reports
BMC Configuration Manager Express
Automated hardware and software inventory
Software usage
Distribution reports
Inventory reports
Patch Management
Policy-based Management
Application Management (software distribution, deployment, update, removal)
BMC Configuration Discovery Express
Automated hardware and software inventory
Inventory reports
BMC Knowledge Management Express
Watch lists and notifications
Rich-text HTML Authoring
Powerful natural language and advanced searching
Web Self Help
Version control
Enforceable Authoring Process Workflow
BMC Alignability for Service Desk Express
BMC Alignability for Service Desk Express, Service Support - ITIL based processes for Service Support modules
BMC Alignability for Service Desk Express, Service Delivery - ITIL based processes for Service Delivery modules
Other options available through BMC MarketZone
Remote Control functionality from RealVNC Enterprise Edition
Prepackaged content from TotalBase by KnowledgeBroker Inc.

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