BMC Remedy IT Service Management Suite
IT organizations that are achieving process efficiency, effectively managing costs, achieving compliance, and delivering superior service quality understand the value of integrated IT service management. Replacing disjointed activities for incident, problem, change, configuration, and asset management with a unified service support strategy — including self-service and mobility — is the key to providing business-aligned services.

Key Benefits
» Get the most out of every person, asset, project, and activity » Improve service performance and meet the expectations of your organization » Demonstrate transparency by providing visibility into the “cost of IT” » Ensure that IT activities, decisions, and services support business priorities » Enable compliance controls » Manage IT anywhere, anytime

Business Challenge
Over the years, support activities have grown in volume and complexity; service level expectations have peaked at an “always available” level; and supported services have morphed into a mixture of onsite and offsite components, externally hosted and internally maintained applications, and global configurations. At the same time, IT budgets have decreased, placing added strain on already taxed systems and personnel. As a result, many organizations are still in “fire-fighting” mode, performing front-line triage for most of their support activities.

The BMC Solution
The BMC Remedy IT Service Management Suite removes complexity and costs, while also providing visibility into the resources, activities, and priorities required to deliver and support business services. This unified, ITIL -certified suite includes industry-leading applications for service desk, asset and configuration management, change and release management, and service level management. It also offers fully integrated mobility, service request, identity, and knowledge management applications to provide self-service capabilities that enable increased operational efficiency and improved customer service quality. Available on premise and on demand, BMC Remedy IT Service Management applications share the included BMC Atrium CMDB to coordinate processes around a single view of how technology components support critical business services. All are powered by the BMC Remedy Action Request System (AR System), the industry’s leading service process management platform. And, all are available as mobile applications.

Service Desk
BMC Service Desk is the industry’s leading incident and problem management solution. This robust, ITIL-based solution cost-effectively reduces the number of incidents handled, improves resolution times, and prevents future incidents from occurring — all while improving IT staff efficiency. As part of the BMC Remedy IT Service Management Suite, BMC Service Desk is helping thousands of customers respond quickly and efficiently to conditions that disrupt critical services. Regardless of whether a request is initiated through a smartphone, the web, e-mail, telephone, or desktop client — or by an event from a network or system management application — BMC Service Desk acts as a single point of contact that consolidates and handles requests from submission to resolution.

Figure 1. BMC Service Desk

Built on BMC Remedy IT Service Management Suite. It allows you to define and enforce standardized processes — from submission through planning. while also connecting asset costs to business services. update. and finally. it ensures that the appropriate steps are taken. BMC Asset Management helps you reduce software license and compliance costs by incorporating software license management into both your asset and operational processes. BMC Mobility for IT Service Management . BMC Asset Management Mobile IT Service Management Applications BMC Software offers a full suite of mobile IT service management applications to help you cut IT costs. In addition. Figure 2. It also eliminates bottlenecks by providing mobile alerts to accelerate response time. Its native integration with ITIL workflows and mobile barcode scanning capabilities empower you with more proactive control and greater visibility into IT assets — from requisition to retirement. Android. process management. while also minimizing business risk and disruption. Finally. while also improving service quality and compliance. Change and Release Management BMC Change Management delivers comprehensive policy. and track IT and business requests. and fail-safe procedures are put in place. it features extensive contract and financial management that helps drive down costs by eliminating late penalties and unnecessary maintenance. including iOS. From smartphones and tablets. you can manage incidents. with a comprehensive approach to IT asset lifecycle management. As part of the BMC Remedy IT Service Management Suite. Asset Configuration Management BMC Asset Management helps you drive down IT costs. the apps are available on the major mobile operating systems. effectively reducing the help desk call volume. the right business owners are consulted for approvals. verification. BlackBerry and Windows Mobile. improve service performance and reduce business risk.Global Validation Enterprises worldwide have made BMC Remedy IT Service Management the number one choice for enabling ITIL-aligned service management processes for the IT department. The mobile self-service portal lets users submit. and update asset information. all of which results in an increase in productivity and a decrease in risk and change-related outages. deployment. Figure 3. and planning capabilities that help you increase the speed and consistency with which you implement changes. approve change requests.

the BMC Atrium CMDB provides a “single source of truth” for your IT infrastructure — including IT operations.Customer Views » “This is the first time I see a true ITSM suite. which helps deflect calls to the service desk. BMC Atrium Service Level Management collects data from infrastructure management data sources. spot problem areas.” » “The ITSM Suite has dramatic improvements which will help us move from our custom solution to the out of box ITSM applications and solution. HR. but also by providing users with access to resources to resolve issues on their own.g. and adaptability to meet your unique and evolving business requirements. thus enabling you to view trends. COM. BMC Atrium Service Level Management . BMC Identity Request Management is an agnostic broker for identity and access-related activities that are empowered through BMC Service Request Management. extension.” » “I like the new web-based reporting capability. and measures SLA performance and compliance in realtime. Service Level Management BMC Atrium Service Level Management establishes. and mainframe operations. including BMC ProactiveNet Performance Management. and minimize disruptions for key business services. and automate the request and fulfillment of those services for the end-user community. Figure 4. recertify employees. It will save approx 300K in Crystal licenses. The BMC Atrium CMDB consolidates silos of data (often through federation) into an enterprise-wide view of IT that shows not only infrastructure components and their physical and logical relationships. publishing. accurate. reviewing. OLE. not a set of products. and searching knowledge articles. the event-driven Enterprise Integration Engine. A Common. Through the BMC Remedy AR System graphical user interface. an enterprise-proven service process management platform that enables fast deployment. Configuration Management Database As the industry’s leading ITIL-based configuration management database. and direct SQL access. and up-to-date view of the people. As such. BMC Identity Request Management allows users and managers to access identity information to change passwords. publish those services in a service catalog. service support. such as incident resolution times. and technologies that make up your business and IT environment. processes. enable or unlock accounts. The result is a unified management of service support and delivery performance against business targets. It also provides users with access to knowledge base articles. facilities) to easily define available services. Self Service and Identity Request Management BMC Service Request Management allows IT and other service provider organizations (e. IT administrators can quickly extend out-of-the-box application functionality without programming. Moreover. request or remove access rights. Shared Platform All BMC Remedy IT Service Management applications are built on BMC Remedy AR System. it provides a single point of integration to third-party applications and tools through a fully open API. tracks. web services. it provides a complete. It also reduces support desk costs — not only by allowing support analysts to find solutions to incidents. In addition to monitoring service support metrics. but also the relationships of the components to business services.” Knowledge Management BMC Knowledge Management helps agents resolve incidents faster by providing a framework for creating. Based on best practices. and revoke employee access.

Inc. gain control over assets and software. Origin date: 08/10 * 209586* . 2010. or in other countries. and request management a seamless integrated process. manage the complete change and release lifecycle. and logos may be registered or pending registration in the U. and realize cost reductions through self service. ITIL-compatible IT service management for the midmarket with easy to use and configure. For the four fiscal quarters ended March 31. That’s why the most demanding IT organizations in the world rely on BMC Software across distributed. gain advantage with mobile applications. » » » » The BMC Remedy IT Service Management Suite reduces complexity and makes customer support. change. service marks.. Patent and Trademark Office. BMC also has a wealth of experience and resources to make your IT service management projects a success. reduce risk and drive business profit. BMC can help. Inc. and is used here by BMC Software. faster and stronger. All rights reserved. and may be registered or pending registration in other countries. and a registered community trademark of the Office of Government Commerce. I. self-service. and the BMC Software logo are the exclusive properties of BMC Software. implementation services.S. or complementary technologies. BMC has developed a proven and prescriptive approach for helping you increase your success rate and speed time-to-value for your IT service management initiatives. virtual and cloud environments. 2011 BMC Software. you will understand at-a-glance how effectively IT is supporting critical business applications and services. BMC Remedy OnDemand provides all of the benefits of our industry-leading software — while eliminating the cost of maintenance. are registered with the U. BMC revenue was approximately $2. you will optimize your service desk processes. as well as our own professional services and education programs.T. Patent and Trademark Office. low cost. process or architectural design. ITIL® is a registered trademark. BMC Software. advanced reporting. Whether you need ITIL training and certification. As the market leader in IT service management.Dashboards and Analytics BMC Atrium Dashboards and Analytics give you visibility into key IT performance indicators through point-and-click analysis. BMC offers the most comprehensive selection of service management solutions available today. administration.S. and is registered in the U. go to www. BMC can provide you with complete solutions. 2011. BMC Remedyforce Service Desk delivers cloud-enabled service desk. BMC Atrium Dashboards and Analytics A Comprehensive Solution In addition to providing out-of-the-box automation of best practice processes. Choose Your Delivery Model — On-Premise or SaaS With IT Service Management solutions from BMC. Figure 5.S. For more information on BMC solutions for IT Service Management. and inventory management capabilities hosted on the number one SaaS platform from Salesforce. RUNS ON BMC Inc. Through our large ecosystem of systems integration and technology billion. asset.bmc. BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost. BMC Service Desk Express Suite provides easily deployed. BUSINESS RUNS ON I.. Recognized as the leader in Business Service Management. under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. mainframe. Business thrives when IT runs smarter. and infrastructure through a SaaS (Software as a Service) delivery model. Using these powerful tools. and a dashboard view of critical IT processes. All other BMC trademarks.T. rapidly deployed technology. © 2009. BMC.

Sign up to vote on this title
UsefulNot useful