Key concepts

This section introduces you to high-level concepts that should be understood before you use the BMC Remedy ITSM Suite applications:

• Architecture
• BMC Remedy ITSM Solution overview
• Core IT Service Management concepts
• ITIL and BMC Remedy ITSM
• Calbro Services company example

Value paths

BMC provides value paths that contain prescriptive steps and recommendations for realizing value and achieving Business Service Management maturity.  You can use these value paths to create your own projects for automating, integrating, and optimizing IT frameworks, such as ITIL or IT4IT based service support processes across IT. The value paths are built from the BMC Service Management Process Model.

The following value paths are applicable to the BMC Remedy IT Service Management and BMC Helix ITSM solutions:

• Service Asset Lifecycle
  Manage Cost, Improve Utilization, Ensure Compliance
• Service Desk Optimization
  Standardization, consolidation, and simplification
• Service Catalog and Request Management
  Define scope of service, cost reduction and customer satisfaction
• Comprehensive Change and Release Management
  Minimize impact and manage volume and demand