Orientation

BMC Service Resolution is an end-to-end solution that enables you to proactively manage the risks in your IT infrastructure that can impact the performance of your applications or services. By using BMC Service Resolution, you can achieve higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.

The following topics are provided:

The following video (04:46 min) provides an overview and benefits of BMC Service Resolution.

https://youtu.be/fGQEqz2zHtE

What products comprise BMC Service Resolution?

BMC Service Resolution is an end-to-end solution that integrates event management with incident management. This integration enables optimum interaction and collaboration between these systems. It does not just focus on creating an incident for every event, but instead, based on the level of maturity of your IT infrastructure, transforms the infrastructure events into a set of related infrastructure incidents and impact incidents that can be routed and managed to closure.

The following table identifies the products that BMC Service Resolution comprises. 

FunctionProductImplementation notes

Event management*

TrueSight Operations management


  • Version 10.5 or later: Following installation of the constituent products, you must configure TrueSight Operations Management to implement the BMC Service Resolution solution.
  • Version 10.1 or earlier: Following installation of the constituent products, you must install the BMC Service Resolution solution.
ProactiveNet

Version 9.6: Following installation of the constituent products, you must install the BMC Service Resolution solution.

Incident management*Remedy IT Service Management
  • Following installation of the constituent products, you must configure TrueSight Operations Management to implement the BMC Service Resolution solution.
  • Following installation of the constituent products, you must install the BMC Service Resolution solution.
CMDBAtrium CMDBAlthough you can use any CMDB, BMC recommends Atrium CMDB.
DiscoveryBMC DiscoveryAlthough you can use any discovery product, BMC recommends BMC Discovery.

*Choose only one product for each function.

BMC Service Resolution levels

The level of interaction is established based on the maturity of the event monitoring system. BMC Service Resolution support three levels of service resolution.

  • Level 1—Event-based service resolution. Event incidents are created without CI information.
  • Level 2—Infrastructure-based service resolution. Infrastructure incidents are created with CI information.
  • Level 3—Impact-model-based service resolution. Based on the policy, a Causal incident or a Causal and Impacted incident with impact relationships is created.

For more information, see BMC Service Resolution levels.

Solution documentation

This documentation space contains the information that you need about the supported component products and how to configure the solution following installation of the component products. It does not contain the installation instructions for the component products.

Use the following table to locate the documentation that corresponds to your environment. 

BMC Service Resolution component product documentation

FunctionProductDocumentation links
Event management*TrueSight Operations Management
ProactiveNetVersion 9.6
Incident management*Remedy IT Service Management
BMC Remedyforce20.14.02.021.038
CMDBAtrium CMDBAtrium Core 9.1,
DiscoveryBMC Discovery11.3, 11.2, 11.1

*Choose one option for each constituent function.

This documentation is divided into sections that correspond to your journey in using the product. Use the following table to locate the documentation that corresponds to your level of implementation or use of the solution.. 

BMC Service Resolution implementation and configuration documentation

SectionDescription
Getting startedOverview of the solution and its component products
PlanningInformation that you need to know to prepare your environment
Installing

For implementing the BMC Service Resolution solution with early versions of the constituent component products, this section provides procedures for installing the solution.

Configuring
  • For implementing the BMC Service Resolution solution with recent versions of the constituent component products, this section provides procedures for configuring the solution
  • Procedures and guidelines for administering the solution
IntegratingProcedures that enable you to extend the capabilities of the solution by integrating it with other products
TroubleshootingInformation to help you identify and resolve problems associated with setting up or using the solution

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