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

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Service Desk Optimization

In many enterprises, customer service is siloed, disjointed, and inconsistent. Customers contact different call centers for different products and for different geographies. Separate support teams exist for partners, suppliers, and employees. Employees call one number to ask questions about benefits, another for computer problems, and a third when they need new equipment.

Rapid business expansion, whether through organic growth or mergers and acquisitions, has caused the proliferation of multiple service desks across most enterprises. Having so many distinct entities, many of which provide overlapping and redundant functions, creates serious business problems.

The Service Desk Optimization value path helps you to reduce operational complexity and inefficiencies by using the BMC Service Management Process Model and best practice process flows. It enables you to replace disconnected service desks with a single service desk solution that unifies all service desks onto a single, integrated platform.

This section contains the following topics:

Service Desk Optimization defines and integrates your service desk and operations with standard processes and tools to reduce variation and to manage support cost. Through standardization, the enterprise can realize such benefits as:

  • Improved efficiency in handling customer requests and greater customer satisfaction
  • Lower costs for service desks to provide incident status updates
  • Consolidation of training and reduced staffing requirements
  • Reallocation of service desk personnel from one functional area to another with minimal or no training

Service Desk Optimization automates the following processes to ensure reactive resolution of customer questions and issues, and proactive work to prevent recurring issues:

Incident management process

The mission of the incident management process is to resolve incident requests as quickly as possible in a prioritized fashion. Incident management supports the following categories of incident requests:

  • Request for incident resolution
  • Request for change
  • Request for information

The incident lifecycle includes request registration, assignment, tracking, resolution, escalation, and closure.

Problem management process

The mission of the problem management process is to minimize the number of incidents. The scope of the problem management process is limited to problems that can be identified using the registered incident request information and problems that have been identified by availability and capacity management. The problem lifecycle includes request review, root cause analysis, analysis review, and closure.

The BMC Remedy IT Service Management (BMC Remedy ITSM) solution also supports configuration of people and groups, operational reporting, and integration of event management feeds into the service desk.



  • For information about configuring your Service Desk Optimization project, see Configuring Service Desk Optimization.

Related topics

BMC Service Desk Open link
Incident management user roles
Problem management user roles

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