ITIL provides the leading set of best practices for service management. It defines important business processes and provides a flexible well-designed framework that can be tailored to the specific needs of your organization.
ITIL defines a broad set of recommendations that explain effective ways to handle many aspects of IT support and delivery, including asset and configuration management, change management, release management, incident management, and problem management.
BMC Remedy ITSM automates standard ITIL processes out of the box. Extensive configuration options enable you to tailor the applications to the needs of your organization. The following table maps ITIL processes to BMC Remedy ITSM applications.
ITIL processes and BMC Remedy ITSM applications
BMC Remedy ITSM application
BMC Change Management
BMC Change Management
Incident Management feature of BMC Service Desk
Problem Management feature of BMC Service Desk
Service asset and configuration management
BMC Asset Management
Service level management
BMC Service Level Management
Service request management
BMC Service Request Management
BMC Knowledge Management
ITIL describes best practices at a high level. It provides guidance on steps to take, processes, and workflows. Organizations are then free to implement the work-level procedures for daily activities that apply to their requirements.
In Remedy Asset Management, Configuration Management consists of processes that ensure when the Change Management requires CIs, they are available. If the CIs are not available, then the request for the new CIs is made. For acquiring new CIs, new or existing contracts will be created with the suppliers. Configuration management also consists of processes to ensure that the supplier and the contract information is updated.
The following figure shows the Configuration management process flow:
This process is used by configuration administrators, purchasing agents, and approvers to order new CIs.
|Creating and managing purchase requisitions|
2. Supplier Information Maintenance
|This process is used by configuration administrators to register new suppliers or update the contact details of the existing suppliers.||Adding contact information|
|3. CI Registration|
This process is used by configuration administrators and purchasing agents when they create new CIs.
|4. CI Update||This process is by configuration administrators to update the attributes or relations of the existing CIs.||Modifying records|
|5. Contract Administration||Configuration administrator use this process then they create new or update the existing contracts.||Managing contracts|