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

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

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

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