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BMC Remedy IT Service
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
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,
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
Global Validation Change and Release Management
Enterprises worldwide have BMC Change Management delivers comprehensive policy, process management, and planning capabilities that help
made BMC Remedy IT Service you increase the speed and consistency with which you implement changes, while also minimizing business risk and
Management the number one disruption. It allows you to define and enforce standardized processes — from submission through planning,
choice for enabling ITIL-aligned deployment, and finally, verification. It also eliminates bottlenecks by providing mobile alerts to accelerate response
service management processes time. Finally, it ensures that the appropriate steps are taken, the right business owners are consulted for approvals,
for the IT department. and fail-safe procedures are put in place, all of which results in an increase in productivity and a decrease in risk and
Asset Configuration Management
BMC Asset Management helps you drive down IT costs, while also improving service quality and compliance, with a
comprehensive approach to IT asset lifecycle management. 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, BMC Asset Management helps you reduce software
license and compliance costs by incorporating software license management into both your asset and operational
processes. In addition, it features extensive contract and financial management that helps drive down costs by
eliminating late penalties and unnecessary maintenance, while also connecting asset costs to business services.
Figure 2. 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, improve service
performance and reduce business risk. From smartphones and tablets, you can manage incidents, approve change
requests, and update asset information. The mobile self-service portal lets users submit, update, and track IT and
business requests, effectively reducing the help desk call volume. Built on BMC Remedy IT Service Management Suite,
the apps are available on the major mobile operating systems, including iOS, Android, BlackBerry and Windows Mobile.
Figure 3. BMC Mobility for IT Service Management
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, publishing,
a true ITSM suite, not a set reviewing, and searching knowledge articles. It also reduces support desk costs — not only by allowing support
of products.” analysts to find solutions to incidents, but also by providing users with access to resources to resolve issues on their
» “The ITSM Suite has
Self Service and Identity Request Management
which will help us move
BMC Service Request Management allows IT and other service provider organizations (e.g. HR, facilities) to easily
from our custom solution
define available services, publish those services in a service catalog, and automate the request and fulfillment of those
to the out of box ITSM
services for the end-user community. It also provides users with access to knowledge base articles, which helps
applications and solution.”
deflect calls to the service desk.
» “I like the new web-based
reporting capability. 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. Based on best practices, BMC Identity Request Management allows
Crystal licenses.” users and managers to access identity information to change passwords, enable or unlock accounts, request or
remove access rights, recertify employees, and revoke employee access.
A Common, Shared Platform
All BMC Remedy IT Service Management applications are built on BMC Remedy AR System, an enterprise-proven
service process management platform that enables fast deployment, extension, and adaptability to meet your unique
and evolving business requirements. Through the BMC Remedy AR System graphical user interface, IT administrators
can quickly extend out-of-the-box application functionality without programming. Moreover, it provides a single point of
integration to third-party applications and tools through a fully open API, web services, the event-driven Enterprise
Integration Engine, COM, OLE, and direct SQL access.
Configuration Management Database
As the industry’s leading ITIL-based configuration management database, the BMC Atrium CMDB provides a “single
source of truth” for your IT infrastructure — including IT operations, service support, and mainframe operations. As
such, it provides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up
your business and IT environment. 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, but
also the relationships of the components to business services.
Service Level Management
BMC Atrium Service Level Management establishes, tracks, and measures SLA performance and compliance in real-
time, thus enabling you to view trends, spot problem areas, and minimize disruptions for key business services. In
addition to monitoring service support metrics, such as incident resolution times, BMC Atrium Service Level
Management collects data from infrastructure management data sources, including BMC ProactiveNet Performance
Management. The result is a unified management of service support and delivery performance against business
Figure 4. BMC Atrium Service Level Management
Dashboards and Analytics
BMC Atrium Dashboards and Analytics give you visibility into key IT performance indicators through point-and-click
analysis, advanced reporting, and a dashboard view of critical IT processes. Using these powerful tools, you will
understand at-a-glance how effectively IT is supporting critical business applications and services.
Figure 5. BMC Atrium Dashboards and Analytics
A Comprehensive Solution
In addition to providing out-of-the-box automation of best practice processes, BMC also has a wealth of experience
and resources to make your IT service management projects a success. As the market leader in IT service
management, 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.
Through our large ecosystem of systems integration and technology partners, as well as our own professional services
and education programs, BMC can provide you with complete solutions. Whether you need ITIL training and
certification, process or architectural design, implementation services, or complementary technologies, BMC can help.
BUSINESS RUNS ON I.T.
Choose Your Delivery Model — On-Premise or SaaS
I.T. RUNS ON BMC SOFTWARE.
With IT Service Management solutions from BMC, you will optimize your service desk processes, gain control over
Business thrives when IT runs smarter,
faster and stronger. That’s why the
assets and software, manage the complete change and release lifecycle, gain advantage with mobile applications,
most demanding IT organizations in and realize cost reductions through self service.
the world rely on BMC Software across
distributed, mainframe, virtual and BMC offers the most comprehensive selection of service management solutions available today.
cloud environments. Recognized as
the leader in Business Service » The BMC Remedy IT Service Management Suite reduces complexity and makes customer support, change,
Management, BMC offers a asset, and request management a seamless integrated process.
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, administration, and infrastructure through a SaaS (Software as a Service) delivery model.
cost, reduce risk and drive business
profit. For the four fiscal quarters ended » BMC Service Desk Express Suite provides easily deployed, ITIL-compatible IT service management for the mid-
March 31, 2011, BMC revenue was market with easy to use and configure, low cost, rapidly deployed technology.
approximately $2.1 billion.
» BMC Remedyforce Service Desk delivers cloud-enabled service desk, self-service, and inventory management
capabilities hosted on the number one SaaS platform from Salesforce.com.
For more information on BMC solutions for IT Service Management, go to www.bmc.com/itsm.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and
Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be
registered or pending registration in the U.S. or in other countries. ITIL® is a registered trademark, and a registered community trademark of the
Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under
license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. © 2009,
2010, 2011 BMC Software, Inc. All rights reserved. Origin date: 08/10
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