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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

«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:

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:

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:

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Rudolf Brenner

Rudolf Brenner

Senior Account Executive