NextPage Inc. has announced that its GetSmart for Remedy Users product has passed validation testing by Remedy and that REI has selected NextPage GetSmart. Remedy is a BMC Software business unit, and NextPage has received full status as an active technology alliance partner. GetSmart integrates with Remedy Help Desk, adding knowledge management (KM) to its incident management solutions for service centers. Validation of the integration means the product has passed through a series of tests designed to ensure the quality of the integration for end users.
NextPage has also announced that Recreational Equipment, Inc. (REI) has implemented GetSmart for Remedy Users for its IT help desk. With GetSmart, help desk analysts can find and capture answers to IT-related questions from within the workflow of Remedy's issue tracking system, in an effort to reduce call times and improve customer service. GetSmart works within the Remedy workflow, meaning after analysts log tickets in Remedy, they can search the help desks' knowledge base of solved tickets, documentation, third-party knowledge bases, and more in whatever format that information resides. As solutions are found, that knowledge can be captured and leveraged for other similar problems. GetSmart also tracks how often solutions are being used so that the most effective solutions can then be put onto a self-service site.