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This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

Remedy Action Request System 8.1 Key concepts

Business value

Use the following topics to understand how you can use BMC Remedy Action Request System (BMC Remedy AR System) to address your business needs.

Building a foundation for ITIL service support

BMC Remedy AR System provides the foundation for BMC Remedy OnDemand and the BMC Remedy ITSM Suite.

BMC Remedy OnDemand and BMC Remedy IT Service Management (BMC Remedy ITSM) address the following business goals:
  • Effective collaboration and reporting
  • IT transparency (visibility of costs and business-value contributions)
  • Improvements from tool and process standardization
  • Flexible and agile services
  • Fast tracking of your ITIL initiatives
  • Support for multi-tenancy and multi-lingual implementations
  • Single, central, shared data model

How BMC provides value

BMC provides a one-stop solution that is single suite of products that supports all your ITIL service support needs — from architecture to integration and implementation to support.

Provided capabilities

Value path

  • IT asset management natively integrated with a full suite of service support applications

Service Asset Lifecycle
  • Service desk consolidation that unifies all service desks onto a single, integrated platform
  • Reduced calls to the service desk by fully automating service requests and integrating with the BMC Remedy Service Desk workflow engine
  • Best practice Incident Management processes to manage the entire incident resolution process in order to restore service as quickly as possible
  • Best practice Problem Management processes to remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment

Service Desk Optimization
  • Tightly integrated Knowledge Base that provides ready access to common solutions, known errors, and workarounds to expedite incident resolution
  • Self-service for searching FAQs, known solutions, and workarounds to common issues that encourages user self-sufficiency and reduces call volumes
  • A service catalog that enables you to view the details and relationships of IT and business services and add new services to your service model

Service Catalog and Request Management
  •  Streamlined change and release process and approvals

Comprehensive Change and Release Management

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Surabhee Kulkarni on Dec 19, 2012
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