• ITIL aligned service management processes
• Reduced complexity
• Make customer support, change, asset, service level management, and request management a seamless integrated process

Enterprises worldwide have made BMC Remedy IT Service Management (ITSM) the number one software choice for quickly establishing repeatable, efficient, and effective service management processes. This application suite provides seamless out-of-the-box workflow automation within and across proven IT Infrastructure Library (ITIL) best practices.

The newest BMC Remedy ITSM represents a significant step forward in the concept of delivering complete end-to-end Business Service Management (BSM). BMC Atrium Core forms the foundation upon which the BMC Remedy ITSM Suite sits, providing Service Impact Analysis out-of-the-box as well as introducing the concept of a Service Catalogue, enabling dynamic configuration of the Configuration Management Database.

Data normalization functionality has also been implemented, which can be leveraged to ensure consistency throughout the Configuration Items and Relationships that comprise the CMDB.

Significant improvements have also been made across the individual BMC Remedy ITSM Applications, including an enhanced User Interface, enabling more efficient usage of the core Service Support-specific Applications.

Release Management has also been developed as a separate Application. Bundled as part of the BMC Remedy Change Management Application, BMC Remedy Release Management allows for the configuration of Release-specific Milestones and individual Releases can be quickly and easily related to Activities and Change Requests that represent the varying Stages of the Release Management Lifecycle.

BMC Remedy Change Management has been optimized to include advanced scheduling and conflict-resolution functionality. By using the Impact Analysis feature available as part of the BMC Atrium Product, end-users can quickly and easily identify and resolve any conflicts that may occur when scheduling a Change Request.

A number of major enhancements have also been introduced as part of the BMC Remedy Asset Management Application, the majority of which are focused on improving Software Asset Management functionality. Users now have the flexibility to dynamically create rules that define the ways in which licensing is managed, enabling correct and accurate compliance and usage metrics.

Finally, the complete BMC Remedy ITSM Suite has been integrated with the BMC Service Management Process Model (SMPM), allowing all users to easily see the procedural steps often performed within the given Process that they are working with. By having this interactive and intuitive Tool at their finger-tips, working with the BMC Remedy Applications has never been easier!

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process tied to incidents and problems
• Self-service request catalog for IT, security, and, business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting
• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection