BMC Remedy IT Service

Management Suite
Embrace trends in self-service, social media collaboration, mobility, cloud management, and more.
BMC Remedy combines traditional IT support with operational support to deliver IT Operational
Management value that increases customer satisfaction and better meets todays business needs.
SOLUTION DATASHEET
Key benefits
Increase self-service
adoption with simple,
easy-to-use knowledge-
embedded UI, mobile
applications, and email-
based interactions
Improve productivity via
social collaboration, such
as chat, RSS, Twitter,
mobility, and service
context
Demonstrate transparency
by providing visibility into
the cost of IT
Ensure that IT activities,
decisions, and services
support business priorities
Deploy and manage
applications more quickly
with new drag-and-drop
process-design tool
Reduce administrative
time and effort with faster
data downloads and wiki-
based documentation
Standardized platform
support for a variety of
platforms, including IPv6
Lower administrative costs
due to simple, intuitive,
wizard-based interface for
single sign-on
configuration



Business challenge
Todays enterprises are facing constrained resource, operating, and capital budgets. Yet, users who are driven by the
consumerization of IT, bring-your-own-device, and daily use of social media have an increasingly high expectation of
service. They demand high levels of performance, easy access, simple processes, and continuous availability in a
simple and convenient manner.
Unfortunately, the collaboration between IT service support and IT operations required for effective service delivery can
be exacerbated by the fact that these two entities dont usually see eye-to-eye. As a result, enterprises are being driven
to explore critical decisions around their IT service management strategy, which now must include how to leverage
cloud computing, support new internal and external software delivery models (such as SaaS), and integrate service
management processes into other core operational business processes, to maximize efficiency and give users the
integrated, powerful, yet simple, service they demand.
The BMC solution
As the worldwide leader in IT service management, BMC is the pioneer in effective solutions that connect and automate
ITIL

processes, such as incident, problem, change, asset, service level, configuration, and service catalog / request
fulfillment. From simple help desk control to service and business alignment from basic tasking to out-of-the-box ITIL
processes no other vendor has the breadth and depth of choices to meet your needs today and in the future.
Available both as an on-premise and an on-demand (SaaS) solution, the BMC Remedy IT Service Management Suite
includes standard integrations that transcend the lines between traditional IT service support and operational
management. The resulting IT Operational Management (ITOM) solution is a perfect fit for mature-process enterprises
looking to evolve their IT service management practice to a new level that includes network, database, application,
availability, and performance monitoring, as well as configuration management and workload process automation. It
delivers value by facilitating full Business Service Management through such use cases as:
Automated, intelligent ticketing based on monitored events that are prioritized through business service impact
analysis
Service catalogs that include transparent service costing with chargeback and/or show-back capabilities
Fully-controlled cloud lifecycle management
Simple, easy-to-use interface promotes self-service.
The service request management component of the BMC Remedy IT Service Management Suite offers a rich,
intuitive portal-style user interface (UI) to display the service catalog to end users and to let them quickly get the help
they need via knowledge articles, chat, or request submittal. The highly configurable and easily brandable UI:
Enables IT or other service delivery organizations (e.g. HR, facilities) to drive end users to a self-service model
Delivers clear benefits for costs and agility of service delivery
Deflects calls from the service desk through embedded knowledge articles that help users help themselves
Offers configurable pods for IT to advertise and promote new services or IT news of the day; or to open tickets
(called My Requests), popular knowledge articles, popular requests, and even preferred links
Includes pre-defined processes that orchestrate and automate the fulfillment of service requests
More productivity, not
more people
With 14 percent of the IT service
desk budget focused on tools
and 86 percent of the budget
focused on labor, whats
needed is more productivity, not
more people.
Simpler tools that
empower users at different
skill levels
Self-service and
automation to eliminate
non-value-added work
from the service deck
Automated incident
matching to ensure that
similar issues are resolved
efficiently by leveraging
previous solutions
Mobility to increase
productivity from roaming
workers
Social IT for effective
engagement with end
users and cross-silo
collaboration
Email-based approvals
that speed authorization
for delivery of service
requests, implementation
of changes, publication of
knowledge articles, and
execution of purchase
requisitions

















Figure 1. BMC Remedy Service Request Management user interface
Mobile applications offer anytime, anywhere access.
BMC offers a full suite of mobile applications for BMC Remedy IT Service Management to help you cut IT costs,
improve service performance, and reduce business risk. From smart phones 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. These mobile apps are available on
most major mobile operating systems, including iOS, Android, BlackBerry, and Windows Mobile, supporting corporate
bring-your-own-device initiatives.

Figure 2. BMC Mobility for IT Service Management on the iPad
Social collaboration increases productivity and relevance to users.
The ability to effectively collaborate is essential for productivity gains in the IT organization, especially in light of todays
increased expectations from users. It also positively impacts the perception of the IT organization, as information is
more easily accessible to those users through the channels that they prefer and like to use.
Instead of flooding the help desk with routine questions, users can chat with a virtual support agent on the BMC Self-
Service portal. If the knowledge management database lacks an answer, a live agent can enter the chat session and
log the thread in the incident ticket. In the back office, agent-to-agent chat improves the effectiveness of the IT
organization as different IT staff members collaboratively resolve incidents or manage changes. Whats more,
transcripts of these chats are added automatically to the related record. In addition:
Service context allows multiple IT organizations to access near-real time information about the business
services easily and exactly in the same way. One-button click gives users a wealth of information, such as
related configuration items (CIs), open incidents, and availability.
The new BMC Concierge Bar service engagement helps customers to efficiently implement a best-practice
process for in-person, face-to-face support so that users can get help when and where they want it.
Integration with Twitter and RSS enables proactive communication via new channels, offering new, convenient
ways to share relevant information through broadcast messages.
BMC Service
Management Process
Model
Provides best-practice
work instructions that ITIL
doesnt have
Combines the learnings
from hundreds of service
management
implementations in more
than 30 countries
Guides simpler, low-risk
deployments in a user-
friendly web interface
Not only specifies what is
expected of employees;
also explains how to do it
100-percent fit with the
out-of-the-box settings of
the BMC Remedy IT
Service Management
applications; included with
product licenses
Key performance
indicators (KPIs) designed
for continuous
improvement in cost and
performance

Foundation for a flexible, scalable, and controlled cloud
BMC Cloud Management solutions enable IT organizations to build and run a flexible, controlled cloud that that meets
business needs and sets the foundation for intelligent, policy-based ongoing operations. With these solutions, BMC
brings together the benefits of traditional IT management operational excellence, automation, and service delivery
models with the dynamic power of cloud architectures. Based on the same common, shared platform, BMC Cloud
Management solutions can leverage your investment in BMC Remedy IT Service Management to ensure that you
manage your cloud using the same ITIL best-practice processes you have established for other business services and
infrastructure.
A full suite of business-aware applications
Whether you start with one application or several, BMC Remedy applications are designed to be flexible to meet your
specific needs from IT service management to IT operations management value.
BMC Remedy Service Desk Enable comprehensive, best-practice-based incident and problem
management processes via intuitive, easily adopted, enterprise-scale technology. Optimized for todays mobile
enterprises, BMC Remedy Service Desk can be managed on the go via applications supporting most of
todays mobile platforms.
BMC Remedy Change Management Manage change and releases across the entire IT infrastructure
from data centers to desktops according to ITIL best practices and organizational policy. Facilitate the
skyrocketing amount of change approvals necessary, particularly from cloud requests, with mobile/email
approvals, change templates, and pre-approval formatting. Detect and avoid change collisions with intuitive,
configurable change calendar.
BMC Remedy Service Request Management Take advantage of an easy-to-use, easy-to-manage catalog
of services to track and manage service levels, service costs, and demand/supply
BMC Remedy Asset Management Manage the entire lifecycle of IT assets (from procurement through
retirement) and track the data you want (from logistics to financial budget impact to contractual support). Utilize
software license management features in both your asset and operational processes to ensure that software
usage, particularly in cloud-based environments, stays within contractual agreements.
BMC Remedy Knowledge Management Provide service desk analysts with a knowledge base of easy-to-
find solutions and give end users self-service search options to help them resolve issues on their own.
BMC Virtual Agent Effectively provide assisted support to end users via chat, supported on the back-end by
a chat bot (virtual agent) or by live service desk agents.
BMC Remedy IT Service Management - Process Designer Quickly build and deploy new requests and
processes using graphical workflow tools that set configured, not customized, settings.

Figure 3. BMC Remedy IT Service Management - Process Designer
A common, shared platform
With a unified platform and a robust and scalable architecture, you get great results sooner and keep getting them
well into the future. BMC Atrium provides the foundation for managing services across their lifecycles.
BMC Remedy Action Request System Enterprise-proven, service process platform that extends out-of-
the-box application functionality without programming, provides a single point of integration to third-party tools,
and facilitates quicker, easier upgrades using patented overlay technology
BMC Atrium Discovery and Dependency Mapping Optional discovery toolset that automatically discovers
physical and virtual IT assets and applications and the relationships between them
BMC Atrium CMDB Industry-leading configuration management database that provides a single source of
truth for your IT infrastructure and consolidates silos of data into an enterprise-wide view showing physical and
logical relationships to each other and to business services
BMC Atrium Service Level Management Establishment, tracking, and measurement of SLA performance
and compliance in real-time, thus enabling you to view trends, spot problem areas, and minimize disruptions for
key business services
BMC Atrium Dashboards and Analytics Graphical visibility into key IT performance indicators with
comprehensive deep-dive analysis in user-formatted reports of data across multiple BSM disciplines


Figure 4. BMC Atrium Dashboards for Business Service Management
Trust the company of experts.
Solutions. Expertise. Community.
BMC has a wealth of experience and resources to make your IT service management project a success. Through our
large network of systems integration and technology partners, professional and educational services, and a wealth of
BMC online communities and user groups, you will benefit from the largest IT service management ecosystem in the
world. Whether you need ITIL training and certification, process or architectural design, implementation services, or
complementary technologies, BMC can help.
BMC Remedy is part of an industry-leading IT service management portfolio that allows you to find your fit and get the
perfect solution for your needs today and tomorrow.
BMC Remedy IT Service Management Suite Enterprise-class IT Service Management / IT Operations
Management solution with simple, yet powerful, best-practice applications based on the flexible, scalable BMC
Remedy AR System
BMC Remedy OnDemand All the benefits of the BMC Remedy IT Service Management Suite without
the cost of maintenance, administration, and infrastructure through a SaaS delivery model
BMC FootPrints Fast, integrated, easy to use, on-premise IT service and asset management for midsized
organizations
BMC Remedyforce More affordable, cloud-based IT service management solution (built on Force.com) that
is fast to deploy, easier to use, and eliminates the complexity of hardware
BMC Track-It! Out-of-the-box IT help desk and asset inventory solution for small to midsized businesses

For more information
For more information on BMC solutions for IT Service Management, please visit www.bmc.com/itsm.

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BUSINESS RUNS ON I.T.
I.T. RUNS ON BMC SOFTWARE.
Business runs better when IT runs at
its best. Tens of thousands of IT
organizations around the world -- from
small and mid-market businesses to
the Global 100 -- rely on BMC Software
(NASDAQ: BMC) to manage their
business services and applications
across distributed, mainframe, virtual
and cloud environments. BMC helps
customers cut costs, reduce risk and
achieve business objectives with the
broadest choice of IT management
solutions, including industry-leading
Business Service Management and
Cloud Management offerings. For the
four fiscal quarters ended December
31, 2012, BMC revenue was
approximately $2.2 billion.
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registered or pending registration in the U.S. or in other countries. ITIL is a registered trade mark of the Cabinet Office. All other trademarks or
registered trademarks are the property of their respective owners. 2009-2013 BMC Software, Inc. All rights reserved. Origin date: 08/10