Release Notes

BMC Remedy IT Service Management

Version 7.6.03 August, 2010
BMC Software is releasing version 7.6.03 of the BMC Remedy IT Service Management suite. These release notes supplement the product documentation and describe enhancements and resolved problems in this version. Before you install the product, check the Customer Support website at http:// www.bmc.com/support for:
Updated documentation (for example, flashes and technical bulletins) Product downloads, patches, and fixes (PTFs) Product availability and compatibility (PAC) data

Note

The following topics are discussed: BMC Remedy IT Service Management overview ........................................................2 What's new in BMC Remedy IT Service Management 7.6.03 ....................................2 What's new in BMC Remedy Asset Management ............................................3 What's new in BMC Remedy Change Management ........................................3 What's new in BMC Remedy Service Desk ........................................................4 What's new in application administration .........................................................4 What's new in the BMC Remedy IT Service Management documentation 5 Other new features ................................................................................................6 Known issues and workarounds related to this release ...........................................10 Known issues and workarounds for BMC Remedy IT Service Management applications ...........................................................................................................10 Known issues and corrections for BMC Remedy IT Service Management documentation ......................................................................................................13 Internationalization and localization information .....................................................16 Installation information .................................................................................................17 Compatibility information .............................................................................................19 Related information ........................................................................................................19 Support for BMC Remedy IT Service Management ..................................................21

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BMC Remedy IT Service Management overview

BMC Remedy IT Service Management overview

These release notes provide information that you need if you are installing and using BMC Remedy IT Service Management (BMC Remedy ITSM) 7.6.03 applications. If you are upgrading from a BMC Remedy ITSM 7.0.x application, you must install BMC Remedy ITSM 7.0.x Patch 009 before upgrading to BMC Remedy ITSM 7.6.03. Depending on your current patch level, you might have to install patch 007 before installing patch 009. For more information, see the ReadMe document that is included with BMC Remedy ITSM 7.0.x Patch 009. Read these release notes thoroughly before installing the software and before contacting Customer Support to report a defect. BMC Remedy IT Service Management includes the following applications:
BMC Remedy Asset ManagementThe BMC Remedy Asset Management

Note

application tracks contracts, financial costs, software licenses, outage indicators, and more for the lifecycle of the enterprise configuration items (CIs) stored in the BMC Atrium CMDB application. It helps reduce the total cost of ownership of CIs and increases return on investment. application delivers comprehensive policy, process management, and planning capabilities that help to increase the speed and consistency with which changes are implemented, while minimizing business risk and disruption.

BMC Remedy Change Management The BMC Remedy Change Management

The Release management module included with BMC Remedy Change Management is responsible for tracking and managing change and deployment activities. It also provides enhanced support for managing standard release activities such as requestng, planning, designing, and so on.
BMC Remedy Service Desk (which includes BMC Remedy Incident

Management and BMC Remedy Problem Management) The BMC Remedy Incident Management application helps to restore normal service operation quickly by managing all aspects of an incident, from its creation to its resolution and closure. The BMC Remedy Problem Management application is used to manage problem investigations, known errors, and solution database entries.

What's new in BMC Remedy IT Service Management 7.6.03

BMC Remedy IT Service Management release 7.6.03 has been enhanced with the changes and new features described in the following sections.
2 Release notes August, 2010

What's new in BMC Remedy IT Service Management 7.6.03

What's new in BMC Remedy Asset Management

This section lists the new and updated features in BMC Remedy Asset Management. The topics referenced in the following list are in the "BMC Remedy Asset Management User Guide," unless otherwise noted. A wizard enables the management of license upgrades. For more information, see "Upgrading licenses." A new tab on the license certificate enables licenses to be allocated to the users entitled to use them. For more information, see "Relating licenses to people and devices." Work information entries can now be added to the license certificate in addition to the software license contract. For more information, see "Adding work information." License compliance details are now displayed in the main certificate record and summary tables. For more information, see "Review a software license certificate and About certificate groups." A new field has been introduced: Market Version. This field is used for license certificates. For more information, see "Adding a license certificate to a software contract." You can now use Suite Rollup rules to define a value to assign to the MarketVersion attribute and a BMC Remedy AR System qualification to select the instances that are assigned the new value. The purpose of this is to allow you to normalize multiple MarketVersion strings to a common value. You can configure whether a rule Product Catalog entry has priority in nomralizing the MarketVersion value. For more information on Suite Rollup, see the BMC Atrium Core Product Catalog and DML Guide and the BMC Atrium CMDB Normalization and Reconciliation Guide. The Per CPU and Per Core multiplier license types have been enhanced so that you can define multipliers or a processor value unit (PVU) based on the software manufacturer and processor model. Optionally, you can define them based on the processor family and maximum clock speed. For more information, see the "Configuring BMC Remedy Asset Management" section in the BMC Remedy IT Service Management Administration Guide.

Note

What's new in BMC Remedy Change Management

This section lists the new or updated features in BMC Remedy Change Management.

BMC Remedy IT Service Management version 7.6.03 3

What's new in BMC Remedy IT Service Management 7.6.03

A new Key Performance Indicator (KPI) report is available for Standard Changes. For more information, see "Change Management KPIs" in the BMC Remedy Change Management User Guide. Now, if you reapply a template with tasks to a change request record when using the Best Practice view, the operation first deletes all tasks from the change request record and then adds the template tasks again. This makes sure that only one instance of the template tasks appear on the change request record. Take note that after you reapply the template, you must re-create any manual tasks that you may have added to the change request record before you reapplied the template. Previously, if you reapplied a template with tasks to a change request, the tasks added by the first application of the template were kept. This meant that everytime you reapplied the template, another instance of the template tasks was added to the change record. When you configure a Release template, you can now associate a milestone to an Activity or a Change template that was added to the Release template. You can also define the order in which the templates need to be executed. For more information about this, see the "Manifest settings" section in the BMC Remedy ITSM Configuration Guide.

What's new in BMC Remedy Service Desk

This section describes the new or changed features in BMC Remedy Service Desk. Integration between BMC Remedy Incident Management and BMC Remedy Knowledge Management has been improved. The changes improve the way in which the system creates, modifies, and deletes associations between knowledge articles and incident requests. These changes do not affect the way that you use system.

What's new in application administration

This section describes the new and updated configuration features. For more information about these topics, see the BMC Remedy IT Service Management Administration Guide. For BMC Remedy Asset Management, the Per CPU and Per Core multiplier license types have been enhanced so you can define Multipliers or a Processor Value Unit (PVU), based on the software manufacturer and processor model. Optionally, you can also define them based on the processor family and maximum clock speed. When you add an Activity template to a Release template, you can associate a Milestone to the activity. When the user, such as Mary Mann, the Calbro release coordinator, creates a Release record using the Release Template, activities (created from the associated template) appear in the Manifest tab.
4 Release notes August, 2010

What's new in BMC Remedy IT Service Management 7.6.03

What's new in the BMC Remedy IT Service Management documentation

This section describes what's new in BMC Remedy IT Service Management documentation.

Documentation name changes

The BMC Remedy IT Service Management Configuration Guide is now the BMC Remedy IT Service Management Administration Guide. The names of the BMC Remedy IT Service Management application user's guides have been changed to "BMC Remedy applicationName User Guide." For example, the BMC Remedy Asset Management User's Guide is now the BMC Remedy Asset Management User Guide.

BMC Remedy Incident Management User Guide

The BMC Remedy Incident Management User Guide now contains conceptual and practical information about Knowledge Centered Support (KCS) best practices. To find out more about KCS best practices, see "Creating a Knowledge Base Article" and "Searching for Matching Records in the guide." Updates also are included for new functionality, such as the new IT Home Page and reporting console.

BMC Remedy Problem Management User Guide, BMC Remedy Asset Management User Guide and BMC Remedy Change Management Guide
Updates are included for new functionality, such as the new IT Home Page and reporting console.

BMC Remedy Concepts Guide

The BMC Remedy IT Service Management Concepts Guide has been expanded to include new functionality, such as the new IT Home Page. Additional conceptual topics are included to provide broader coverage of the core ITSM applications.

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What's new in BMC Remedy IT Service Management 7.6.03

Other new features

Depending on how your organization consumes the BMC Remedy IT Service Management applications, the items in the following list might appear as new features also.
When you start BMC Remedy ITSM, the IT Home Page that displays the

Overview console appears by default. The IT Home Page is a consolidated console that provides an intuitive entry point from which you access your applications. The suite can be configured to display what you want to see on the IT Home Page. This can be done either by a system administrator for all users or you can configure just your user ID to see your views. location, support group, functional role, or application permission updates to multiple People records with a single operation.

There is a new People Management Console that enables you to make company,

You can now resize many of the key application forms. The Reporting Console is updated. Existing reports have been converted to the web-

based format, which provides additional options for saving and viewing the reports. All available Print reports have been converted.

The following out-of-the-box reports have been converted in this version of BMC Remedy ITSM:
Table 1: Converted BMC Remedy ITSM reports Report name BMC Remedy Asset Management Console Server Counts by OS Expiring Contracts By Date Range Depreciation Costs By Date Range Active Product Names The number of servers, organized by operating system For a selected contract type, expiring contracts by expiration date range Cost of the items depreciation. The depreciation records are grouped by CI. For each product in the Product Catalog that is deployed in the organization, the number of CIs and the number of software license certificates Software license certificates that have been breached and certificates that are approaching breach Description

Certificates Breached or Approaching Breach BMC Remedy Incident Management Console

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What's new in BMC Remedy IT Service Management 7.6.03

Report name Incident Details by status and Assigned Groups

Description Provides a summary of all incidents by status. The user can also select an assigned group to see Incident details. For additional details about the incident, the user can select the incident record in the report to view the Incident form and take required action.

Open Incident Count by Assigned Group and Assignee Open Incident Counts by Product Categorization

Provides a count of incidents by Assigned Group and each Assignee in the group Provides a breakdown of incident counts for each product category (for example, under Hardware the count for Processing Unit)

Resolved Incident Volume by Product Categorization Displays details of all resolved incidents based on Tier 1 product categorization BMC Remedy Problem Management Console All Known Errors by Coordinator Group All Problem Investigations by Coordinator Group Open Problem Investigations by Service Lists all known errors, based on the problem coordinators group Lists all problem investigations, based on the problem coordinators group Lists open problem investigations, grouped by service

Resolved Problem volume by Product Categorization Lists closed, completed, rejected, or cancelled problem investigation records grouped by product category BMC Remedy Change Management Console Changes by Manager and Scheduled Start Date Changes with Related Incident records Changes with Related Problems records Changes Scheduled by Configuration Item Change Risk Reports by Scheduled Start Date BMC Remedy Release Management Console Releases Scheduled by Configuration Item Releases Scheduled by Service Shows all scheduled release requests grouped by configuration item Shows all releases scheduled by Service CI, grouped by Service CI Name Shows all change requests grouped by the change manager and scheduled start date Shows all change requests with related Incident records Shows all change requests with related Problem records Shows all scheduled change requests grouped by configuration item Shows all change requests grouped according to their Risk Level and Scheduled Start Dates

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What's new in BMC Remedy IT Service Management 7.6.03

Report name Cost Summary/Year - Quarter by Service - Actual Costs Releases with related Problem records Releases Risk and Impact Report by Scheduled Start Date

Description Cross-tab report provides the actual costs by the Service CI Shows all release requests with related Problem records Shows all releases with details of risk and impact, grouped by their scheduled start date

Improved wide area network (WAN) performance for the applications New change templates to manage the lifecycle of change requests to provision,

decommission, and extend virtual machines (VMs)

New task templates to support the new change templates New option to create custom change lifecycle processes and associate the custom

processes with change templates derived risk calculation

Enhanced risk analysis to provide greater flexibility in risk factor questions and

Enhanced approval mapping to allow approval mappings based on both

configuration item (CI) and impacted area approvers or all approvers

Enhanced selection for displaying approvers of a change request to include future

New copy task functionality to copy tasks when copying a change request Explore CI selection on the Quick Actions list now available on the Task form to

launch a CI in Atrium Explorer

Enhanced risk report includes change impact and priority Back option in the process flow bar, so you can return to a previous status in the

change process

Decommission schedules, which are a new type of schedule that provides: Notification for the upcoming decommission of a VM Automated workflow actions to decommission the VM

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What's new in BMC Remedy IT Service Management 7.6.03

Performance benchmarks for updating records from the People Management console
The following tables record how long various operations took using the People Management Console in two different environments: prefetched LAN and prefetched WAN. Information about the environments appears after the tables. Table 2: LAN performance
Action Open User Management Console Open Update Panel with 100 records Time 3 seconds 3 seconds

Table 3: WAN performance

Action Open User Management Console Open Update Panel with 100 records Time 6 seconds 7 seconds

The server and the clients were in the following locations:

All serversSan Jose, California LAN ClientSan Jose, California WAN ClientPune, India

The following table describes the hardware environment in which the performance tests were run. Table 4: Hardware environment
Client/server description BMC Remedy AR System server BMC Remedy Mid Tier server Database server Virtual or physical machine Virtual Virtual Physical CPUs 4 x 2.4 GHz 2 x 2.4 GHz 4 x 2.4 GHz quad core RAM 4 GB 2 GB 16 GB Latency Not applicable Not applicable Not applicable

BMC Remedy IT Service Management version 7.6.03 9

Known issues and workarounds related to this release

Client/server description LAN client WAN client

Virtual or physical machine

CPUs

RAM 2 GB 2 GB

Latency Not applicable 299 ms

Physical, desktop 2 x 3.4 GHz Physical, desktop 2 x 3.4 GHz

The test environment used BMC Remedy AR System server version 7.6.02 and the following software:
Operating system (servers)Windows 2003 Server Operating system (clients)Windows XP BrowserMicrosoft Internet Explorer 7.0 DatabaseOracle 10g

Known issues and workarounds related to this release

The following issues remain open for this release.

Known issues and workarounds for BMC Remedy IT Service Management applications
The following issues remain open in the BMC Remedy IT Service Management applications. The following table lists a tracking number if BMC assigned one to the issue.

10 Release notes August, 2010

Known issues and workarounds related to this release

Tracking umber

Product

Issue Running Adobe Flash Player 10.1 on Internet Explorer browsers is not supported with BMC Service Support applications (such as BMC Service Request Management and BMC Remedy Action Request System). If you use this version on Internet Explorer browsers, consoles such as the Request Entry Console are not rendered properly, and the consoles might be difficult to use. The issue can be seen on the home page and in KPIs in the consoles. For more information about this Adobe issue, see issue FP-4951 at www.adobe.com. Workaround: Do not upgrade to Flash Player 10.1. If you have already upgraded, downgrade to version 10.0.

SW00370208 BMC Action Request System

SW00368384 BMC Remedy Asset Management

BMC ADDM 8.x (formerly the Tideway discovery product) does not send BMC_PROCESSOR categorization to Atrium catalog forms. This means that the processors in your environment do not appear in the product catalog. Workaround: After running the discovery job, perform the following procedure:

1 If it is not already present, manually create the

normalization job for the discovery dataset (for information about how to do this, see the BMC ADDM 8.x documentation).

2 Make sure that the Normalization Configuration 3 Run the normalization job.

settings are set to normalize the BMC_Processor class.

4 Verify that the product catalog is updated with the

processors in your environment. SW00271343 BMC Remedy Change Management Users can add ad-hoc approvers even when there is not a subsequent approval phase. Workaround: Do not add ad-hoc approvers if there is no subsequent approval phase. Because there are no approval phases, adding ad-hoc approvers does not affect approvals. SW00299445 BMC Remedy Change Management Change reassignment notifications are also sent to users who do not have the functional role of an Infrastructure Change Assignee. Workaround: Ignore reassignment if the user does not have the functional role of an Infrastructure Change Assignee.

BMC Remedy IT Service Management version 7.6.03 11

Known issues and workarounds related to this release

Tracking umber

Product

Issue The Change Timing field was renamed to Class in BMC Remedy Change Management version 7.6.00. However, on the flashboards that relate to the Class field for Change Management, the field label is still displayed as Change Timing. Workaround: Enter the Class value in the Change Timing field.

SW00353357 BMC Remedy Change Management

SW00359510 BMC Remedy Change Management and SW00354433

The Impact/Priority column of the Risk Report, Derived Factors table does not display the value of the attached configuration item (CI). Workaround To view attached configuration items for a change record, open the change record and go to the Relationship tab. You can view the configuration item from there.

SW00370330 BMC Remedy Change Management

When Task Phase Management is enabled, if you add a new task without assigning a phase to a change request that was restarted, any subsequent tasks created and associated to a phase are not activated when the change request reaches that particular phase. Workaround: If Task Phase Management is enabled assign a phase to all tasks, especially when adding tasks to a change request that has been restarted.

SW00370886 BMC Remedy Change Management

The Change Lifecycle Process Flow for Change Management can be configured only in English. Workaround: The Change Lifecycle Process Flow for Change Management for all locales must be configured in English.

12 Release notes August, 2010

Known issues and workarounds related to this release

Tracking umber

Product

Issue The following issue applies to change requests at the implementation phase. When all of the following conditions are present for a change request at the Implement phase, moving the change request from the implementation phase to the next phase locks the change request. When the change request is locked, users cannot move the change request to the next phase. Task Phase Management is enabled . The Enforce Task Closure option in the Change Rules Configuration is set to No. There are open tasks in either the Review, Planning or Implementation stage. Workaround: Because you cannot update locked change requests, make sure that the status of all tasks is set to Closed before moving a change request in the Implement phase to the next phase.

SW00371618 BMC Remedy Change Management

SW00371886 BMC Remedy Change Management

In Search mode, if you select the Relationships tab of the change request, the Impact Analysis button does not appear. Workaround: Click another tab on the change request form and return to the Relationship tab to view the Impact Analysis button.

SW00356019 BMC Remedy Incident Management

When using Classic view, if you drill-down in any of the KPI flashboards, the system displays an empty form. Workaround Use the Best Practice View to view the flashboards.

Known issues and corrections for BMC Remedy IT Service Management documentation
The following issues remain open in the BMC Remedy IT Service Management documentation. The following table lists a tracking number if BMC assigned one to the issue.

BMC Remedy IT Service Management version 7.6.03 13

Known issues and workarounds related to this release

Tracking Number

Document

Issue In the "Sending and Receiving Change Notifications" section of the BMC Remedy Change Management User Guide, the Change Management group that is specified in the "Change Statuses when Notifications are Sent to Groups" table currently states Implementer Group. It should state Change Implementer Group. The following information is missing from the description of the "Action on Schedule Dates Change" field under "Configuring Change Rules" in the BMC Remedy IT Service Management Administration Guide. Error Message: Selecting this option will display an error message if the user attempts to Save or Modify a change request where the Scheduled Date entered are earlier than the current date and time. This will prevent a User from saving or modifying a change request with Scheduled Dates that are earlier than the current date. Warning: Selecting this option will display a warning message if the user attempts to Save or Modify a change request where the Scheduled Date entered are earlier than the current date and time. The User will still be able to save or modify a change request that has Scheduled Dates that are earlier than the current date and time. No Action: Selecting this option will allow a User to save or modify a change request where the Scheduled Date entered are earlier than the current date and time. No message will appear.

SW00318786 BMC Remedy Change Management User Guide

SW00353088 BMC Remedy IT Service Management Administration Guide

SW00354764

In the online Help index, you might see "UNTITLED BMC Remedy Incident TOPIC" secondary level entries listed. You can click on Management online these entries to display the topics related to the primary help index entry. BMC Remedy Problem Management online help BMC Remedy Administration online help

14 Release notes August, 2010

Known issues and workarounds related to this release

Tracking Number

Document

Issue The following description of the Support Group Lead functional role appears in Table 46, "Functional Roles" in "Appendix A" of the BMC Remedy IT Service Management Administration User Guide: "Allows the Support Group Lead of the Incident Owner Group to modify incidents that are closed. Can be applied to either the Assigned or the Owner Group in the Incident form." It should state: "Allows the Support Group Lead of the Incident Owner Group to modify incidents that are closed".

SW00369085 BMC Remedy IT Service Management Administration Guide

SW00371719 BMC Remedy IT Service Management Installation Guide

Information about enabling directory browsing is missing from the online Help installation information. The help installation information should include this statement: For users to be able to access help, you must enable directory browsing on the web server that serves help. For example, on a Tomcat server, edit the conf/ web.xml file and set directory browsing to true. If you do not enable directory browsing, help starts but does not load any help topics. The following reporting related information is missing from the BMC Remedy application user guides: BMC Remedy ITSM Reports are available in both the BMC Remedy User Tool and the BMC Remedy Web interface. On the User Tool, reports are available in the Crystal Reports format. However, you will need BMC Remedy User Tool version 7.6.03 or higher to be able to view the reports.

SW00372050

BMC Remedy Asset Management User Guide BMC Remedy Change Management User Guide

BMC Remedy Incident On the web interface, a number of reports are available Management User in the Web format. Additional Crystal reports are Guide available only if users have a valid Crystal license and have chosen to install them for the web at the time of BMC Remedy Problem installation. Management User Note: The formats of the Web Reports and Crystal Guide reports differ.

BMC Remedy IT Service Management version 7.6.03 15

Internationalization and localization information

Internationalization and localization information

Localized versions of BMC Remedy IT Service Management applications are available in the following languages:
French German Italian Portuguese (Brazilian) Spanish Japanese Korean Simplified Chinese Russian

Sometimes characters in localized applications do not appear correctly. Typically, this problem appears in a localized application if your preferences are not set correctly. Make sure the centralized preferences are properly set for your locale. For information about how to do this, see the BMC Remedy Action Request System Form and Application Objects Guide and the BMC Remedy Action Request System Form and Application Objects Guide. Using the User Language area of the installer, you can install localized views in multiple languages at one time. English views are always installed. Localized versions of reports are available in French, Japanese, and Korean. Localized online Help for the BMC Remedy IT Service Management applications is currently provided for the languages in the list that follows. Administration help is available only in English. Languages for which localized Help is available:
French German 16 Release notes August, 2010

Note

Installation information

Italian Portuguese (Brazilian) Spanish

Localized Help will be available in the future for the following languages:
Japanese Korean Simplified Chinese Russian

Note

For these languages, BMC provides current English Help at the time of installation.

Localized PDF versions of the user and administration documentation is not available for BMC Remedy ITSM 7.6.03.

Note

Installation information
This section provides guidance about how to install the product and where further installation information can be found.

To install, use, and troubleshoot BMC Remedy ITSM applications

1 Read these release notes in their entirety to ensure that you have complied with all system requirements and that you understand any dependencies for BMC Remedy ITSM applications. 2 Before you run the product installer, make sure that you shut down all nonessential services on the target server. The only services that should be running are those that you need to complete the installation.For example, if you are running the McAfee Host Intrusion Prevention and the BMC Impact Portal JBoss server, make sure you stop these services, but leave the BMC Atrium CMDB and BMC Remedy AR System Server running (the installer needs these to complete the installation).

BMC Remedy IT Service Management version 7.6.03 17

Installation information

Your system might be running other services, so make sure that you identify all of the processes running on the server before you start the installation. If other, nonessential services are running during an installation, they contend for system resources, slowing, and in some cases halting, the installer. 3 Install the product according to the directions in the BMC Remedy IT Service Management Installation Guide. 4 Install the latest patches for the BMC Remedy AR System, BMC Atrium CMDB, and BMC Remedy ITSM applications. 5 If pop-up blocking is turned on for a users browser and a dialog box or pop-up window does not appear, modify the pop-up blocker settings to add the AR System mid tier web server to the exception list. 6 If you have formatting problems in reports on the web, ask your administrator to make sure the correct item is selected in the Crystal Report Viewer field of the AR System User Preference form, as described in the BMC Remedy IT Service Management Installation Guide. 7 To take full advantage of all the flashboards included with the BMC Remedy IT Service Management applications, you must have a BMC Remedy Flashboards license. To purchase a license, contact your sales representative. 8 If a problem occurs while you are installing or operating BMC Remedy ITSM applications, follow these steps: a See the latest version of the release notes to determine whether the problem is a known issue that has a resolution or workaround. b See your product documentation to make sure that you are following recommended procedures. c For troubleshooting information, see the following: The troubleshooting section of the BMC Remedy IT Service Management Installation Guide. The appropriate knowledge base on the Customer Support website: http:// www.bmc.com/support The BMC Remedy Action Request System Error Messages guide. The Error Messages form provided with BMC Remedy AR System for message descriptions; to install the form, see the BMC Remedy Action Request System Error Messages guide.

18 Release notes August, 2010

Compatibility information

d If you cannot find a solution or feel that the problem is one that should be reported to BMC for action, contact Customer Support by sending an email message to customer_support@bmc.com

Compatibility information
Compatibility matrixes for BMC products, which identify the hardware and software requirements for installing this version, are available on the Customer Support website. You can access the BMC Customer Support website at http://www.bmc.com/support BMC recommends that you check the websites of your site's platform vendors to verify that those platforms are still supported. BMC does not support platforms that are no longer supported by the vendor.

Related information
The following table lists the documentation available for BMC Remedy IT Service Management. Unless otherwise noted, softcopy documentation is available with the product and on the Customer Support website at http://www.bmc.com/support. Individual product documents (books and notices) are available on the Customer Support website. You can order hardcopy documentation from your BMC sales representative or from the website. You can also subscribe to proactive alerts to receive e-mail messages when notices are issued or updated.
Title BMC Remedy Asset Management BMC Remedy Asset Management UserGuide Procedures for using the BMC Remedy Asset Management application; includes new features and an overview. Everyone Document provides Audience

BMC Remedy Change Management BMC Remedy Change Management UserGuide Procedures for using the BMC Remedy Change Management application; includes new features and an overview. Everyone

BMC Remedy Service Desk

BMC Remedy IT Service Management version 7.6.03 19

Related information

Title BMC Remedy Service Desk: Incident Management UserGuide

Document provides

Audience

Procedures for using the BMC Everyone Remedy Service Desk: Incident Management application; includes new features and an overview. Procedures for using the BMC Everyone Remedy Service Desk: Problem Management application; includes new features and an overview.

BMC Remedy Service Desk: Problem Management UserGuide

BMC Remedy ITSM shared documents BMC Remedy ITSM Configuration A reference card to quickly install Administrators Quick Start and configure BMC Remedy ITSM applications. BMC Remedy IT Service Management Concepts Guide BMC Remedy IT Service Management Administration Guide BMC Remedy IT Service Management Data Management Administrators Guide BMC Remedy IT Service Management Guide to MultiTenancy A conceptual overview of the applications that make up the BMC Remedy ITSM Suite. Procedures for configuring and administrating BMC Remedy ITSM applications. Procedures for using the Data Management tool that is part of the BMC Remedy ITSM Suite. Scenarios for implementing multitenancy. This guide also describes how multi-tenancy is implemented in the BMC Atrium CMDB product and how that implementation relates to multitenancy as implemented in the BMC Remedy ITSM applications. Everyone

Administrators

Administrators

Everyone

BMC Remedy IT Service Management Installation Guide

Procedures for installing BMC Administrators Remedy Asset Management, BMC Remedy Change Management, and the BMC Remedy Service Desk solution (BMC Remedy Incident Management and BMC Remedy Problem Management). Information about known issues in Everyone each release of BMC Remedy ITSM. Also provides a list of new features included with the applications.

BMC Remedy IT Service Management Release Notes

20 Release notes August, 2010

Support for BMC Remedy IT Service Management

Title BMC Remedy Task Management System Administrators Guide

Document provides Procedures for using the Task Management System (TMS) module. TMS is a foundation component that is integrated with the BMC Remedy Change Management and BMC Remedy Service Desk applications. Help for using and configuring BMC Remedy ITSM applications, available by clicking Help in the product interface. Available from help links after help is installed.

Audience Administrators

Help

Everyone

The minimum requirements for accessing the BMC Remedy ITSM online Help are:
Sun Java runtime environment ( JRE ) 1.3 or later Internet Explorer 4.01 or later Firefox 1.0

Note

You can print sections of the BMC Remedy ITSM online Help that are identified by a book icon by right-clicking the name of the section and selecting the Print Book option. From the Customer Support site, you can perform several tasks, including:
Viewing the latest documentation Subscribing to proactive alerts to receive e-mail messages when notices are issued

or updated

Searching for existing product resolutions and frequently asked questions (FAQs)

Support for BMC Remedy IT Service Management

This section describes how to get support for BMC Remedy IT Service Management products. If you have problems with or questions about a BMC product, or for the latest support policies, see the Customer Support website at http://www.bmc.com/
BMC Remedy IT Service Management version 7.6.03 21

Support for BMC Remedy IT Service Management

support. You can view or download product documents, find answers to frequently asked questions, and download products and maintenance. If you do not have access to the web and you are in the United States or Canada, contact Customer Support at 1 800 537 1813. Outside the United States or Canada, contact your local BMC office or agent.
Copyright 2010 BMC Software Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. Notes is a trademark or registered trademark of International Business Machines Corporation in the United States, other countries, or both. Crystal Reports is a trademark or registered trademark of SAP AG in Germany and in several other countries. JRE, Java, Java runtime environment, Sun, and Sun Java are trademarks or registered trademarks of Sun Microsystems, Inc., in the U.S. and other countries. The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation.

BMC SOFTWARE INC 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA Telephone 1 713 918 8800 (or 1 800 841 2031 United States and Canada) Customer Support: 1 800 537 1813 (United States and Canada) or contact your local support center

22 Release notes August, 2010