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

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

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

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

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