Symantec And BMC Software Offer Two Real-Time Integrated Security And Service Management Solutions

Symantec Corp. (Nasdaq: SYMC), the world leader in information security, and BMC Software, Inc. (NYSE: BMC), a leader in enterprise management solutions, has announced that two Symantec enterprise security products, Symantec DeepSight Alert Services 6.0 and Symantec Incident Manager 3.0, have integrated offerings with BMC Software’s Remedy Help Desk and Action Request System (AR System). Building on the Business Service Management (BSM) Foundation Partnership announced between Symantec and BMC Software in October 2003, these solutions enable enterprise customers to conduct faster, more succinct communication between their internal IT and security teams, resulting in quicker response and resolution to security incidents and vulnerabilities. Integrating Symantec’s information security management with BSM, allows customers to minimize the impact on the performance, health and availability of critical business services.

“Vulnerability mitigation and security incident response is complex and resource intensive because it requires coordination across administration, operations and support organizations,” said Mark Nicolett, vice president at Gartner Research. “The integration of security information into enterprise workflow systems can help to synchronize response and remediation efforts among IT support and security staff.”

Symantec DeepSight Alert Services provides a comprehensive early warning service to deliver timely and actionable security alerts based on the world’s largest database of vulnerabilities and malicious code. DeepSight Alert Services 6.0 offers an add-on option to integrate alert information into environments using Remedy Help Desk or custom AR System applications. This integrated offering allows administrators to leverage security alert information to prioritize tasks according to their critical business value. DeepSight Alert Services sends personalized, relevant alerts, with detailed mitigation strategies directly to customers’ familiar Remedy Help Desk or AR System environment for faster response to critical threats. Organizational security efforts are tracked using Remedy’s service desk tickets and reporting capabilities, allowing customers to measure their security policies and track their regulatory compliance.

Symantec Incident Manager correlates security events in real time across disparate security technologies and network tiers to identify, prioritize and coordinate the resolution of security incidents. With the new Symantec Relay for Remedy Help Desk, the first two-way connection for security management and Remedy (developed in partnership with BMC Software), the recently released Symantec Incident Manager 3.0 works with Remedy Help Desk and AR System to facilitate faster, clearer communication between IT and security teams. The Symantec Relay for Remedy Help Desk enables Symantec Incident Manager to generate service desk tickets that include detailed remediation guidance without requiring the administrator to switch applications to manually enter ticket detail. Remedy can then send remediation updates to Symantec Incident Manager, allowing the security team to track remediation progress. By simplifying the interaction between the teams, enterprises save valuable time by increasing the speed of response to security incidents.

“It’s great to see our work with BMC Software’s Remedy Help Desk and Action Request System come to fruition with two strong, integrated security solutions that help enterprises ensure compliance with security policies and track security events from start to finish,” said Stephen Cullen, senior vice president, Security Products and Solutions at Symantec. “This relationship allows both Symantec and BMC to extend their reach to a broader customer base by bringing best-of-breed IT and security solutions to our mutual enterprise customers.”

“These integrations between Symantec security management solutions and Remedy IT service management allow our mutual customers to automate the creation of help desk tickets from the rich, security content supplied from Symantec’s personalized security alert and incident management offerings,” said Harold Goldberg, vice president of worldwide marketing and business strategy for the Remedy business unit of BMC Software. “By creating a closer alignment between security and IT operations personnel, customers will be able to integrate information security management into their broader BSM deployment, enabling them to accelerate their response to security information, minimize the impact of security vulnerabilities and incidents, and achieve a greater level of business continuity.”

Symantec is a BMC Software Global Alliance Partner and Business Service Management Foundation Partner, and BMC Software is a Symantec Strategic Alliance Partner – the highest alliance levels for both companies.

Symantec DeepSight Alert Services Content Manager is available now. For more information, please visit The Remedy Help Desk integration is sold as an option in Symantec DeepSight Alert Services Content Manager.

Symantec Incident Manager 3.0 is available through select Symantec value-added systems integrators and certified partners. The Symantec Relay for Remedy Help Desk is currently available and sold as a separate module to Symantec Incident Manager.

Organizations can be connected with Symantec resellers or distributors in their areas by visiting the Symantec Solution Provider locator at

About Symantec DeepSight Alert Services
Symantec DeepSight Alert Services is a comprehensive early warning service that delivers timely and actionable security alerts based on the world’s largest database of vulnerabilities and malicious code. Symantec analysts monitor vulnerabilities in more than 18,000 technologies, operating systems, and application product versions from 2,200 vendors, and automatically deliver timely security notifications worldwide. By providing detailed notification of potential threats as they’re identified, the service delivers actionable information to help users mitigate vulnerabilities before they can be exploited and helps maximize IT resources.

About Symantec Incident Manager 3.0
Symantec Incident Manager correlates security events in real time across disparate security technologies and network tiers to identify, prioritize and coordinate the resolution of security incidents. It provides complete tracking throughout the incident lifecycle, including two-way communication with Help Desk systems and security teams to coordinate remediation. This enables enterprises to respond rapidly to potential security breaches, thereby reducing risk, controlling costs, and maintaining business continuity.

About Business Service Management
Business Service Management (BSM) enables customers to manage what matters at a business service level, and execute IT strategies with precision. BMC Software’s BSM solutions map existing systems, networks, applications and support services to the higher-level business services that organizations depend on. With BMC Software’s BSM solutions, customers can prioritize IT investments, resolve problems, streamline workflows and measure value based on the direct impact that IT has on business operations.

About Remedy, a BMC Software company
Remedy, a BMC Software company, delivers Service Management software solutions that enable organizations to align internal and external service and support processes to business goals. More than 10,000 customers worldwide, from small and medium businesses to global enterprises, have chosen Remedy software to automate their support processes, improve service levels, manage assets, and lower costs. Remedy’s highly flexible, best-practice applications enable enterprise-wide Business Service Management, and allow customers to easily adapt to unique and changing requirements.
Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. Remedy customers worldwide have employed solutions developed throughout the company’s 14 years of product evolution and investment. Locate additional company and product information at

About BMC Software
BMC Software, Inc. [NYSE:BMC], is a leading provider of enterprise management solutions that empower companies to manage IT from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2004 revenues of more than $1.4 billion. For more information about BMC Software, visit

About Symantec
Symantec is the global leader in information security providing a broad range of software, appliances and services designed to help individuals, small and mid-sized businesses, and large enterprises secure and manage their IT infrastructure. Symantec’s Norton brand of products is the worldwide leader in consumer security and problem-solving solutions. Headquartered in Cupertino, Calif., Symantec has operations in more than 35 countries. More information is available at

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