For Business Process Professionals

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	February 17, 2006 BMC Remedy Help Desk And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools The Forrester Wave™ Vendor Summary, Q1 2006 by Chip Gliedman with John Ragsdale, Ian Schuler, Elisse Gaynor

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Executive Summary

With the acquisitions of Remedy and Magic Solutions, BMC Software has assembled a suite of tools allowing it to market to virtually any organization size. At the larger end, BMC has integrated the Remedy product line into its Atrium suite, with the underlying configuration management database (CMDB) shared among all components of the Atrium line that have been developed in Remedy's Action Request (AR) language. The BMC Magic Service Desk Suite product line is targeted for organizations with 2500 or fewer employees. Supporting this market has required the development of a reseller network to complement the direct-sales focus of the parent organization. This channel is growing, helping expand BMC's European presence at the lower end of the market.

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