This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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

BMC Service Management Process Model

IT Information Library (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.

The BMC Service Management Process Model illustrates how ITIL processes map to work instructions performed in the BMC Remedy IT Service Management (BMC Remedy ITSM) applications. The BMC Service Management Process Model describes a set of predefined processes for the delivery and support of information technology (IT) services. The processes described by the BMC Service Management Process Model are aligned with ITIL good practices.

The model was built to provide an easy-to-use interface that provides quick access to detailed information regarding service management processes.

You can open BMC Service Management Process Model from any of the BMC Remedy ITSM application consoles or forms by clicking the Process Overview icon.

The following video presentation provides an overview of the BMC Service Management Process Model.

https://youtu.be/cKWPRHWkUAc


Tip

The Incident Management and Problem Management features of BMC Service Desk, BMC Change Management, Release Management, BMC ProactiveNet event management, and BMC Service Level Management processes are developed from the BMC Service Management Process Model.

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