Services Briefs: Remedy, EDS

Services Briefs: Remedy, EDS


New resellers wanted for browser-based helpdesk product

Remedy is looking for channel partners to sell its browser-based HelpDeskIQ product to small business customers. The new offering — which has licenses capped at 15 users — is an entry-level product designed to help manage internal IT service requests based on the Information Technology Infrastructure Library (ITIL) process management, according to BMC’s Asia-Pacific director, Jason Andrew. “It’s an entry-level product for companies ready to step up from a rotating shift helpdesk environment,” he said. “It has notification escalation and can drive service levels.” Once users outgrow HelpDeskIQ they can migrate to its medium business product, Service Support Desk, which offers inventory management and change management. A high-end product, Remedy, is designed to manage internal and external IT Service requests.

Blacklaw to develop regional EDS service delivery strategy

EDS has a new vice-president of service delivery Asia-Pacific. Iain Blacklaw has replaced Louis Ivey, who will return to the US to provide executive support for EDS’ Asia-Pacific business. In his new role, Blacklaw will be responsible for developing the service delivery strategy for the company, which recently merged its northern and southern Asia-Pacific regions. His previous experience includes stints in business development and financial services management for SAP, as director of financial services and in senior management roles with Westpac, including general manager of Australian banking operations. EDS vice-president and general manager Asia-Pacific, Phil Pryke, said Blacklaw’s appointment would strengthen EDS’ presence in the growing financial services business process outsourcing market.

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