This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

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.

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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