{"id":8512,"date":"2013-04-04T17:19:56","date_gmt":"2013-04-04T20:19:56","guid":{"rendered":"http:\/\/www.blog.bridgeconsulting.com.br\/?p=523"},"modified":"2026-05-05T09:14:54","modified_gmt":"2026-05-05T12:14:54","slug":"analise-das-solucoes-de-service-desk-a-bmc-software","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/","title":{"rendered":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software"},"content":{"rendered":"<p>Recentemente conduzimos pesquisas no mercado para analisar as ofertas de Service Desk e Help Desk. Dentre as solu\u00e7\u00f5es de grande porte <em>compliance<\/em> com o ITIL\u00ae est\u00e1 a oferta da BMC, Remedy.<\/p>\n<p>L\u00edder de mercado por alguns anos consecutivos, o Remedy sempre foi visto como a ferramenta &#8220;carro chefe&#8221; da BMC, visando o mercado das multinacionais, empresas p\u00fablicas de grande porte e ambientes com alta volumetria de chamados, a solu\u00e7\u00e3o representou mais de 30% de market share segundo o Gartner, em 2012.<\/p>\n<p>(Dados extra\u00eddos da pesquisa Vendor Rating, do Gartner Group\u00ae em 2012)<\/p>\n<p>A BMC Software, por sua vez, n\u00e3o disponibiliza apenas o Remedy como solu\u00e7\u00e3o para<em> Service Desk<\/em>. A empresa recentemente adquiriu a Numara Software e, com isso, aumentou o seu\u00a0<em>share<\/em> ofertando a solu\u00e7\u00e3o FootPrints, cujo foco de mercado s\u00e3o as pequenas e m\u00e9dias empresas que buscam uma boa rela\u00e7\u00e3o custo-benef\u00edcio com ader\u00eancia ao ITIL:\u00a0<a href=\"http:\/\/www.numarasoftware.com\/footprints\/\">http:\/\/www.numarasoftware.com\/footprints\/<\/a><\/p>\n<p>Ainda, a BMC atrav\u00e9s da Numara ofere o <em>Track IT<\/em> para solu\u00e7\u00f5es de Help Desk b\u00e1sicas em pequenas empresas:\u00a0<a href=\"http:\/\/www.numarasoftware.com\/track-it\/\">http:\/\/www.numarasoftware.com\/track-it\/<\/a><\/p>\n<p>A nova tend\u00eancia e aposta de mercado da BMC, por\u00e9m, \u00e9 a migra\u00e7\u00e3o das pesadas e caras ferramentas de Service Management para a nuvem. Recentemente a empresa desenvolveu uma parceria com a Salesforce.com, utilizando sua plataforma para ofertar ao mercado o Remedyforce. Uma solu\u00e7\u00e3o SaaS de Service Desk, compat\u00edvel com os principais conceitos ITIL e focada na intera\u00e7\u00e3o entre usu\u00e1rios e usabilidade projetada com as tend\u00eancias sociais.<\/p>\n<p>A ideia da BMC \u00e9 trazer uma solu\u00e7\u00e3o simples,\u00a0<em>user<\/em> <em>friendly e<\/em>\u00a0com baixo Custo Total de Propriedade (TCO), dado que n\u00e3o h\u00e1 necessidade de servidores dedicados, compra de licen\u00e7as, etc. \u00a0Essa tend\u00eancia \u00e9 acompanhada por n\u00f3s h\u00e1 bastante tempo, inclusive sendo os pilares da solu\u00e7\u00e3o nacional para Service Desk na nuvem, o COOPERA, da Intelie, que coloca a colabora\u00e7\u00e3o e os aspectos sociais como <em>core capability<\/em> da ferramenta.<\/p>\n<p>Portanto, vale a pena atentar para esse movimento. Cada vez mais estamos vendo as solu\u00e7\u00f5es se descomplicarem, perderem a cara desagrad\u00e1vel dos antigos sistemas legados e mirarem em novos paradigmas em que usu\u00e1rios e analistas s\u00e3o amigos, curtem mutuamente suas participa\u00e7\u00f5es nos processos de entrega e compartilham seus status nas redes sociais!<\/p>\n<p>Est\u00e1 passando por um momento de decis\u00e3o sobre qual solu\u00e7\u00e3o adotar? Fique de olho nas tend\u00eancias sociais, elas v\u00e3o brevemente consumir o market share das antigas e tradicionais solu\u00e7\u00f5es!<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Recentemente conduzimos pesquisas no mercado para analisar as ofertas de Service Desk e Help Desk. Dentre as solu\u00e7\u00f5es de grande porte compliance com o ITIL\u00ae est\u00e1 a oferta da BMC,&#8230;<\/p>\n","protected":false},"author":6,"featured_media":10202,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-8512","post","type-post","status-publish","format-standard","has-post-thumbnail","category-artigo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software - Bridge Insights<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software\" \/>\n<meta property=\"og:description\" content=\"Recentemente conduzimos pesquisas no mercado para analisar as ofertas de Service Desk e Help Desk. Dentre as solu\u00e7\u00f5es de grande porte compliance com o ITIL\u00ae est\u00e1 a oferta da BMC,...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/\" \/>\n<meta property=\"og:site_name\" content=\"Bridge Insights\" \/>\n<meta property=\"article:published_time\" content=\"2013-04-04T20:19:56+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-05T12:14:54+00:00\" \/>\n<meta name=\"author\" content=\"Bridge\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Bridge\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/\"},\"author\":{\"name\":\"Bridge\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/person\\\/9e90c74b6767435a4a38d99fe4ea2f31\"},\"headline\":\"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software\",\"datePublished\":\"2013-04-04T20:19:56+00:00\",\"dateModified\":\"2026-05-05T12:14:54+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/\"},\"wordCount\":440,\"publisher\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#primaryimage\"},\"thumbnailUrl\":\"\",\"articleSection\":[\"Artigo\"],\"inLanguage\":\"pt-BR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/\",\"name\":\"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software - Bridge Insights\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#primaryimage\"},\"thumbnailUrl\":\"\",\"datePublished\":\"2013-04-04T20:19:56+00:00\",\"dateModified\":\"2026-05-05T12:14:54+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#breadcrumb\"},\"inLanguage\":\"pt-BR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#primaryimage\",\"url\":\"\",\"contentUrl\":\"\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/analise-das-solucoes-de-service-desk-a-bmc-software\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"In\u00edcio\",\"item\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#website\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\",\"name\":\"Bridge Insights\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"pt-BR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\",\"name\":\"Bridge Insights\",\"alternateName\":\"Bridge & Co.\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Bridge-logotipo-1.png\",\"contentUrl\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Bridge-logotipo-1.png\",\"width\":82,\"height\":77,\"caption\":\"Bridge Insights\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"email\":\"chris-eller@outlook.com\",\"telephone\":\"21965647810\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/person\\\/9e90c74b6767435a4a38d99fe4ea2f31\",\"name\":\"Bridge\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"caption\":\"Bridge\"},\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/author\\\/bridge\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software - Bridge Insights","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/","og_locale":"pt_BR","og_type":"article","og_title":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software","og_description":"Recentemente conduzimos pesquisas no mercado para analisar as ofertas de Service Desk e Help Desk. Dentre as solu\u00e7\u00f5es de grande porte compliance com o ITIL\u00ae est\u00e1 a oferta da BMC,...","og_url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/","og_site_name":"Bridge Insights","article_published_time":"2013-04-04T20:19:56+00:00","article_modified_time":"2026-05-05T12:14:54+00:00","author":"Bridge","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"Bridge","Est. tempo de leitura":"2 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#article","isPartOf":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/"},"author":{"name":"Bridge","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/person\/9e90c74b6767435a4a38d99fe4ea2f31"},"headline":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software","datePublished":"2013-04-04T20:19:56+00:00","dateModified":"2026-05-05T12:14:54+00:00","mainEntityOfPage":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/"},"wordCount":440,"publisher":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#primaryimage"},"thumbnailUrl":"","articleSection":["Artigo"],"inLanguage":"pt-BR"},{"@type":"WebPage","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/","name":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software - Bridge Insights","isPartOf":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#primaryimage"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#primaryimage"},"thumbnailUrl":"","datePublished":"2013-04-04T20:19:56+00:00","dateModified":"2026-05-05T12:14:54+00:00","breadcrumb":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#breadcrumb"},"inLanguage":"pt-BR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/"]}]},{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#primaryimage","url":"","contentUrl":""},{"@type":"BreadcrumbList","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/analise-das-solucoes-de-service-desk-a-bmc-software\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"In\u00edcio","item":"https:\/\/www.bridgeconsulting.com.br\/artigos\/"},{"@type":"ListItem","position":2,"name":"An\u00e1lise das Solu\u00e7\u00f5es de Service Desk: A BMC Software"}]},{"@type":"WebSite","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#website","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/","name":"Bridge Insights","description":"","publisher":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.bridgeconsulting.com.br\/artigos\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"pt-BR"},{"@type":"Organization","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization","name":"Bridge Insights","alternateName":"Bridge & Co.","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/","logo":{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/logo\/image\/","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2024\/10\/Bridge-logotipo-1.png","contentUrl":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2024\/10\/Bridge-logotipo-1.png","width":82,"height":77,"caption":"Bridge Insights"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/logo\/image\/"},"email":"chris-eller@outlook.com","telephone":"21965647810"},{"@type":"Person","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/person\/9e90c74b6767435a4a38d99fe4ea2f31","name":"Bridge","image":{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","caption":"Bridge"},"url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/author\/bridge\/"}]}},"_links":{"self":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/8512","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/comments?post=8512"}],"version-history":[{"count":1,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/8512\/revisions"}],"predecessor-version":[{"id":24645,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/8512\/revisions\/24645"}],"wp:attachment":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/media?parent=8512"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/categories?post=8512"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/tags?post=8512"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}