SOLUTION DATASHEET

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 Business Challenge
» Get the most out of every Over the years, support activities have grown in volume and complexity; service level expectations have peaked at an
person, asset, project, and “always available” level; and supported services have morphed into a mixture of onsite and offsite components,
activity 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
» Improve service “fire-fighting” mode, performing front-line triage for most of their support activities.
performance and meet the
expectations of your
The BMC Solution
organization
The BMC Remedy IT Service Management Suite removes complexity and costs, while also providing visibility into the
®
» Demonstrate transparency resources, activities, and priorities required to deliver and support business services. This unified, ITIL -certified suite
by providing visibility into includes industry-leading applications for service desk, asset and configuration management, change and release
the “cost of IT” 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
» Ensure that IT activities,
and improved customer service quality.
decisions, and services
support business priorities
Available on premise and on demand, BMC Remedy IT Service Management applications share the included BMC
» Enable compliance Atrium CMDB to coordinate processes around a single view of how technology components support critical business
controls 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.
» Manage IT anywhere,
anytime
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

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

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

BMC can provide you with complete solutions.1 billion. change.. BMC revenue was market with easy to use and configure.com/itsm. Inc. service marks. cloud environments. virtual and BMC offers the most comprehensive selection of service management solutions available today. and a registered community trademark of the Office of Government Commerce. 2011 BMC Software. as well as our own professional services and education programs. faster and stronger. and request management a seamless integrated process. For more information on BMC solutions for IT Service Management. cost. implementation services. and may be registered or pending registration in other countries. Recognized as the leader in Business Service » The BMC Remedy IT Service Management Suite reduces complexity and makes customer support. administration. self-service. ITIL® is a registered trademark. manage the complete change and release lifecycle. All other BMC trademarks. low cost. Origin date: 08/10 . advanced reporting. process or architectural design. are registered with the U. you will understand at-a-glance how effectively IT is supporting critical business applications and services. and the BMC Software logo are the exclusive properties of BMC Software. Figure 5.S. and is registered in the U. Using these powerful tools. BUSINESS RUNS ON I. reduce risk and drive business profit. » BMC Remedyforce Service Desk delivers cloud-enabled service desk. or in other countries. Management. Inc.S. mainframe.. Whether you need ITIL training and certification. Choose Your Delivery Model — On-Premise or SaaS I. and inventory management capabilities hosted on the number one SaaS platform from Salesforce. * 209586* 2010. gain advantage with mobile applications. and is used here by BMC Software. and a dashboard view of critical IT processes. Inc. and infrastructure through a SaaS (Software as a Service) delivery model. 2011. or complementary technologies.S. As the market leader in IT service management. the world rely on BMC Software across distributed. RUNS ON BMC SOFTWARE. Patent and Trademark Office. For the four fiscal quarters ended » BMC Service Desk Express Suite provides easily deployed. BMC offers a asset. comprehensive approach and unified » BMC Remedy OnDemand provides all of the benefits of our industry-leading software — while eliminating the platform that helps IT organizations cut cost of maintenance.T. Patent and Trademark Office. ITIL-compatible IT service management for the mid- March 31. BMC. Dashboards and Analytics BMC Atrium Dashboards and Analytics give you visibility into key IT performance indicators through point-and-click analysis.com.T. All rights reserved. BMC can help. BMC also has a wealth of experience and resources to make your IT service management projects a success. All other trademarks or registered trademarks are the property of their respective owners. Through our large ecosystem of systems integration and technology partners. gain control over Business thrives when IT runs smarter. BMC Atrium Dashboards and Analytics A Comprehensive Solution In addition to providing out-of-the-box automation of best practice processes. rapidly deployed technology. under license from and with the permission of OGC. approximately $2. BMC Software. 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. and logos may be registered or pending registration in the U. most demanding IT organizations in and realize cost reductions through self service. you will optimize your service desk processes. go to www.bmc. That’s why the assets and software. © 2009. With IT Service Management solutions from BMC.