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.

User goals and features

You can accomplish specific goals with the Remedy ITSM suite. The following table provides the list of goals and links to the related feature documentation. The table also lists the relevant application or module in the Remedy ITSM suite.


The links in the following table take you to the Remedy Knowledge Management, Remedy Service Desk, Remedy Change Management, Remedy Asset Management, BMC Service Level Management, and BMC Service Request Management online technical documentation.

GoalInstructionsRelated application
Managing your knowledge baseBMC Knowledge Management includes knowledge article creation, storing, review, publishing, and retirement with the aim of continually improving your self help capabilities and reducing support costs.
Managing incident requestsThe BMC Service Desk incident management process restores normal service operation as quickly as possible with minimum disruption to the business, to ensure that the highest levels of availability and service are maintained.

Managing problem investigations

The BMC Service Desk problem management process reduces the number of incidents; either proactively, by preventing them from happening, or reactively, by preventing them from happening again.

Managing service levels

BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs.

Managing change requestsBMC Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment.
Managing release requestsThe Release Management module helps you plan, build, test, and deploy controlled releases into your IT environment. A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together.
Managing assetsBMC Asset Management enables you to track and manage enterprise configuration items (CIs), the items they represent, and their changing relationships, throughout the entire CI lifecycle.
Managing service requestsBMC Service Request Management provides an online service catalog from which employees can view and request services that are available to them.
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