Key concepts

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

• Hub and Spoke capability overview
• Architecture
• User roles
• Products in the suite
• Business Service Management (BSM)
• Service Desk Optimization
• Service Catalog and Request Management
• Calbro Services company example
• BMC Service Management Process Model
• Foundation objects
• Service Asset Lifecycle
• Comprehensive Change and Release Management
• Business value
• ITIL and BMC Remedy ITSM
• Value of knowledge base search
• BMC Remedy ITSM Process Designer

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 ITIL-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 Remedy OnDemand 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