User goals and features

The following table lists the BMC Service Resolution users and their goals, and the component product that enables you to achieve the goals:

My goals are...Features supporting the goalProduct
Remedy IT Service Management (Remedy ITSM) Administrator, Event Management Technology Administrator

Manage incident governance behavior

Configuring incident governanceRemedy Service Desk: Incident Management

Set policies to send configuration item (CI) status change events to Incident Management

Managing service policies

TrueSight Operations Management* or ProactiveNet
Enable rule-based routingEnabling CI-based routingRemedy Service Desk: Incident Management
Consolidate information related to multiple, related events into one incidentConsolidating eventsRemedy Service Desk: Incident Management
Avoid redundant incidentsConsolidating incidentsRemedy Service Desk: Incident Management
Customize system to extend capabilitiesExtending your system capabilities

Remedy Service Desk: Incident Management

TrueSight Operations Management or ProactiveNet

Support multiple server deployment with a central serverConfiguring BMC Service Resolution in multi server deployment of ​BMC ProactiveNetTrueSight Operations Management or ProactiveNet
Serve multiple customers from a single deploymentCustomizing BMC Service Resolution to achieve multitenancyRemedy Service Desk: Incident Management
Automatically create an unavailability record for unplanned CI down timeManaging outage policiesTrueSight Operations Management or ProactiveNet
Use alarm field attributes to route incidentsConfiguring Control-M alarm field attributes as operational categoriesBMC Control-M Workload Automation
Include selected alarm fields in an incidentConfiguring Control-M alarm field attributesBMC Control-M Workload Automation
Set load balancing and failover mechanisms for multiple instances of Service Desk Integration Gateway (SDiG)Configuring multiple integration gateway instancesTrueSight Operations Management or ProactiveNet
IT Service Desk Manager, IT Operations Manager

Ensure that relevant events are reflected in the service desk

Configuring service requestsTrueSight Operations Management or ProactiveNet
Monitor the progress of incident ticketsConfiguring incident governanceRemedy Service Desk: Incident Management
Create an incident ticket for monitored CIsManaging service policiesTrueSight Operations Management or ProactiveNet
Service Desk Agent, IT Operations Resource, IT Support Team Member
Support specific categories of tickets

Configuring Control-M alarm field attributes as operational categories

Remedy Service Desk: Incident Management
Prioritize and work toward ticket resolutionEnabling CI-based routingRemedy Service Desk: Incident Management

*When using TrueSight Operations Management, you must install the TrueSight Infrastructure Management component.

Related topics

Orientation

Key concepts

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