This documentation supports the 20.02 version of Remedy IT Service Management Suite.

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

BMC Remedy ITSM Solution overview

BMC Helix ITSM and BMC Remedy IT Service Management (BMC Remedy ITSM) address the following business goals:

  • Effective collaboration and reporting
  • IT transparency (visibility of costs and business-value contributions)
  • Improvements from tool and process standardization
  • Flexible and agile services
  • Fast tracking of your ITIL initiatives
  • Support for multi-tenancy and multi-lingual implementations
  • Single, central, shared data model

How BMC provides value

BMC provides a one-stop solution that is single suite of products that supports all your ITIL service support needs — from architecture to integration and implementation to support.

Provided capabilities

Value path

  • IT asset management natively integrated with a full suite of service support applications

Service Asset Lifecycle

  • Service desk consolidation that unifies all service desks onto a single, integrated platform
  • Reduced calls to the service desk by fully automating service requests and integrating with the BMC Remedy Service Desk workflow engine
  • Best practice Incident Management processes to manage the entire incident resolution process in order to restore service as quickly as possible
  • Best practice Problem Management processes to remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment

Service Desk Optimization

  • Tightly integrated Knowledge Base that provides ready access to common solutions, known errors, and workarounds to expedite incident resolution
  • Self-service for searching FAQs, known solutions, and workarounds to common issues that encourages user self-sufficiency and reduces call volumes
  • A service catalog that enables you to view the details and relationships of IT and business services and add new services to your service model

Service Catalog and Request Management

  •  Streamlined change and release process and approvals

Comprehensive Change and Release Management

Was this page helpful? Yes No Submitting... Thank you