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.

Configuring Service Desk Optimization

The following information summarizes the main tasks involved in configuring your Service Desk Optimization project in order to realize Business Service Management.

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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