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This documentation supports the 18.05 version of Remedy IT Service Management Suite.

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

Remedy IT Service Management Suite 18.05 ... Configuring after installation Configuring projects

Configuring Service Desk Optimization

After installing Remedy ITSM, you must configure the applications for Service Desk optimization in order to realize Business Service Management, such as setting up foundation, ticket templates, and assignment routing.

Standard configuration

For information about the following standard required configuration tasks, see Required Foundation configuration: 

Incident Management (BMC Service Desk)
  • Configuring decision trees
  • Working with scripts
  • Setting up templates
BMC Change Management
BMC Problem Management
  • Problem Management rules
BMC Service Level Management
  • Configuring service targets
  • Defining agreements for measuring compliance
  • Setting up reports for monitoring agreements
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Last modified by Kanchana Iyer on Dec 21, 2020
reference configuration service_desk_optimization

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Configuring Service Catalog and Request Management
Configuring Foundation
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