Hi Fatima
REMEDY is a customer relationship tool which can be used to
log / monitor the issues or problems faced by customers by
the means of incident management tickets. Each ticket is
like an incident (problem) which is created by helpdesk and
assigned to relevant support team.Concerned support team memeber take the ownership of the
ticket and updates the work log (troubleshooting steps performed during the course of action)
Also , it can be used to monitor Service Requests / change
managment ( Change Requests) and problem managment.
ITSM
http://wiki.sdn.sap.com/wiki/display/SAPITSM/ITSM+Homepage
Citrix
Citrix is a tool giving remote access to access their most important applications
Thanks
Satish