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Efficient Incident Management Thanks To Upgrade To BMC Remedy ITSM Version 20.02

Efficient Incident Management Thanks To Upgrade To BMC Remedy ITSM Version 20.02

How the Matterhorn Gotthard Bahn handles disruptions better

No multiple incidents

Avoidance of duplicate incidents through DWP search and interfaces

Better user interface

Significant improvement of the user interface through the introduction of Smart IT

Efficient interfaces

Easier access to ITSM data by connecting

«With the new version of BMC Remedy ITSM, we are able to process incidents faster and more accurately. By upgrading to BMC Remedy 20.02, we avoid duplicate incidents and make it easier for multiple users to access ITSM data. The support from FROX has been excellent and we really appreciate the collaboration.»

Marcel Viotti

Application Manager

Ausgangslage Referenzen FROX AG

Initial situation

What was the situation up to now?

At the Matterhorn Gotthard Bahn, faults and operational failures were previously reported by telephone to the SPOC or recorded via a request console in the Remedy Midtier. However, the locomotive staff were unable to determine whether a fault had already been reported. This sometimes led to duplication. In order to process incidents better in future, BMC Remedy ITSM should be updated to version 20.02.


The aims of the project were:

  • Upgrade to the latest BMC version to maintain software support
  • Introduction of the new Smart IT, Digital Workplace (DWP) and Knowledge Management modules
Kundennutzen Referenz FROX AG

Customer benefits

What has improved as a result of the solution?

With the upgrade from BMC Remedy 9.1.02 to version 20.02, the Smart IT, Digital Workplace and Knowledge Management modules were also implemented. This enables Matterhorn Gotthard Bahn staff to accurately record faults and better recognize whether problems have already been registered. Thanks to the Smart Recorder function based on Smart IT, service desk staff can immediately identify duplications and use Knowledge Management to process incidents more efficiently. By implementing an interface in the new "ZEDAS" system and integrating the interface to RailOpt, faults are also displayed and transmitted throughout the company.


The following advantages result from the upgrade to BMC Remedy Version 20.02:

  • When entering a fault, you can immediately see whether similar problems have already been recorded
  • Easier recording of faults in a clearly structured tool (Digital Workplace)
  • Get more efficient help with troubleshooting by displaying knowledge articles
Service FROX AG


What services have we provided?

At the Matterhorn Gotthard Bahn, we upgraded the previous BMC ITSM Suite from version 9.1.02 to the latest version 20.02. In addition, we made adjustments to the new modules so that the Matterhorn Gotthard Bahn was able to derive the greatest possible benefit from the upgrade.


Our services for the Matterhorn Gotthard Bahn:

  • Upgrade of the AR system and ITSM to the latest BMC Remedy version 20.02
  • Implementation of the Smart IT module with minor adjustments to the look and feel
  • Implementation of the Digital Workplace and replacement of the requester console
  • Implementation of various services and minor workflow adjustments to the GUI of the Digital Workplace
  • Implementation of Knowledge Management and integration in Smart IT
  • Integration of the interfaces to 'ZEDAS' and RailOpt
Technologie Integration FROX AG

Platforms & technology

Which platforms and technologies did we use?

  • BMC Software
  • Webservices

Technologie Integration FROX AG


Which topics/modules does the solution include?

  • IT Service Management
    • Knowledge Management
    • Incident, Problem, Change

Technologie Integration FROX AG


For which industry was the solution developed?

  • Transportation

Do you have any questions about BMC Remedy or would you like a personal advice?

Are you looking for a strong partner for your IT Service Management (ITSM), do you want to optimize your processes or do you need help with your digitalization project? Regardless of whether you just want to find out more or get off to a flying start - we are here for you.

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Rudolf Brenner

Rudolf Brenner

Senior Account Executive