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.

Important

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.

Goal	Instructions	Related application
Managing your knowledge base	Creating a knowledge article Knowledge Search Working with reports	BMC 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 requests	Registering and assigning incident requests Resolving, closing, and canceling incident requests with open tasks Working with incident requests as a manager	The 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	Performing the incident request review Performing the root cause analysis Performing the analysis review Closing the problem investigation	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	Introducing service targets Working with request-based service targets Working with availability service targets Working with CI Outage service targets Working with compliance-only service targets Working with agreements Working with contracts Using reports	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 requests	Creating a change request Working with change relationships Relating change requests Working with change request assignments Working with change approvals Working with costs in Change Management Using the Calendar Working with Configuration Items Working with tasks	BMC Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment.
Managing release requests	Creating a release request Working with release relationships Working with release manifests Working with release request assignments Working with release request approvals Managing release management approvals Working with release costs Working with release request approvals	The 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 assets	Working with CIs Creating and managing purchase requisitions Managing contracts Managing software licenses Working with costing and charge-backs Managing asset inventory Using the configuration catalog Working with reports	BMC 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 requests	Using the Request Entry console Using the Business Manager Console Using the Service Request Coordinator Console Fulfilling service requests Communicating with users by using broadcasts Analyzing services by running reports	BMC Service Request Management provides an online service catalog from which employees can view and request services that are available to them.

User goals and features

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