BMC Adds Channel-Friendly Features To Development Platform

Remedy's AR System serves as both a development platform for partners and customers and as the foundation for all of Remedy's packaged applications, which include packages for customer support, IT service management and disaster recovery. Its dual function enables Remedy's channel partners to both extend the features of its off-the-shelf applications, as well as build new apps completely unrelated to Remedy's IT management business.

Now with version of AR System, developers can build workflow applications with built-in dashboards--which Remedy calls Flashboards--that graphically and dynamically show the data tied to a business process. For example, Flashboards can display charts tracking the number and kinds of telephone calls to a help desk, whether they were escalated for higher level of service and the problem's resolution.

In addition, version 6.0 now includes the Remedy Approval Server. Previously offered as a separate option, the built-in capability makes it easier to automate approval-related business processes directly within an application.

For the channel, AR System now enables developers to protect their intellectual property by locking down the code or workflow of an application they've built or modified. It also includes a new application-licensing feature that allows partners to monitor application usage among their customers--that is, to ensure that those licensed to use applications are the ones doing so.

"These features are aimed specifically at the channel because 40 percent of our business comes through them," said Brian Bell, senior director of worldwide marketing at Remedy, Sunnyvale, Calif. "Many of our partners have built entire businesses around the AR System, often modifying our applications or building new apps, and they've been telling us they want help protecting their IP."

According to Bell, more than 15,000 developers use Remedy to build two to three applications per customer. He said the product has seen "double-digit growth" in the past 15 months.