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

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

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

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

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