BMC hopes to work Magic for SME support

SME product to complement Remedy helpdesk software - biggest competition is in-house systems

Having acquired a helpdesk and IT asset management suite for the small-to-medium enterprise early this year, BMC has brought out the first version of the product under its name and intends a major push into the Asia–Pacific region, including countries like New Zealand where most businesses meet that size criterion.

The suite, formerly Support Magic and briefly called McAfee Helpdesk but now known simply as Magic, was acquired from Network Associates.

BMC wanted an SME product to complement its Remedy helpdesk software, says Carlos Hidalgo, BMC’s Magic product marketing manager. “Instead of developing a cut-down version of Remedy we found a vendor already on the ‘sweet spot’.”

The product is sold in the region through channels. The distributor for New Zealand is Planwell Technology of Wellington, which has handled the product for four years.

BMC measures user-size by the number of ICT "technicians" on staff, Hidalgo says. "Small" is one to three technicians and "medium" three to five. He acknowledges some small operations in NZ may have no IT staff, but it's up to the channel to help the user evaluate their needs, he says.

Larger customers will have the staff and time to tailor a helpdesk and asset management system to its own needs, says Planwell chief Bryan Hall, but the SME user wants significant capability “out of the box”.

Magic is expected to capture “second-generation users” who are growing beyond simple web-based tools or self-written systems, says Asia–Pacific Remedy director Jason Andrew. The major competition is still expected to be from those products, says Hidalgo, although Magic picks up some former Heat users.

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