This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Statement of direction: End of life for BMC Remedy ITSM Classic view

BMC provides a Classic view and a Best Practice view for our BMC Remedy IT Service Management (BMC Remedy ITSM) applications. These views are used to interface with and utilize functions in the associated applications.

In September 2010, BMC provided a Statement of Direction that Classic view will be not be available in BMC Remedy ITSM applications for major or minor versions greater than 7.6.0x. This amended version of the Statement of Direction clarifies the situation as of May 2013.

To ensure a smooth transition for our customers who are not ready to leverage the efficiencies designed in Best Practice view, Classic view continues to be available in release 8.1.00 of the BMC Remedy ITSM applications. BMC provided an enhanced Best Practice view in release 8.0.00 of BMC Remedy ITSM to ensure that all key capabilities of Classic view are covered. BMC continues to recommend that customers make the transition to Best Practice view as soon as possible. The enhancements introduced in release 8.0.00 will make that transition easier.


Classic view is not expected to be available in major or minor versions of BMC Remedy ITSM after release 8.1.00.

Reason for end of life of the Classic view

Providing two separate view structures for users to access the applications has led to customer confusion and inconsistencies between usage and behavior. Classic View is based on legacy usage and design of the applications. Best Practice view, which was first introduced in BMC Remedy ITSM 7.5.00, takes advantage of the updated application design. Best Practice view supports a streamlined workflow flow to reduce the amount of mouse clicks and ensures adherence to built in application best practices. Supporting both Classic Views and Best Practice Views is increasingly challenging and inhibits BMC’s ability to advance the Best Practice view to meet new customer requirements.

Reason for extending Classic view support to release 8.1.00

BMC decided to provide Classic view for release 8.1.00 of BMC Remedy ITSM, based on customer feedback about Best Practice view adoption rates.   

Frequently asked questions

BMC strongly recommends that you use Best Practice view for all deployments.  Best Practice view provides an updated design and supports streamlined workflow. Best Practice view reduces the amount of mouse clicks and ensures adherence to built in application best practices. You can introduce Best Practice view to your users as part of the BMC Remedy ITSM 8.1.00 roll out, or gradually at a later time.

Yes. Classic view will be available and supported until the versions of BMC Remedy ITSM that provide Classic view are no longer supported. See the BMC Software Product Support Policy on BMC Support Central and published end of support dates for versions of BMC Remedy ITSM Suite.

BMC will provide the optimal customer experience for customers at all levels of maturity. For example, BMC Remedy ITSM release 8.0.00 introduced a configuration option  that enables customers to use categorization in a way that aligns to their level of maturity. Moving forward, the design and architecture of the applications will continue to evolve and merge the best of both worlds into a single type of view (Best Practice view). A separate Classic view is expected to no longer be available in the next major or minor release of BMC Remedy ITSM that comes after release 8.1.00. 

Best Practice view is based on the same AR System technology as Classic view, therefore BMC will continue to support integrations. 

You can move to version 8.1.00 of BMC Remedy ITSM and continue to use Classic view for as long as that version of BMC Remedy ITSM is supported. See the BMC Software Product Support Policy on BMC Support Central and published end of support dates for versions of BMC Remedy ITSM Suite. BMC recommends that your company considers a plan that will allow you to move your implementation to Best Practice view as soon as possible to gain the benefits of using Best Practice view. 

The recommended best practice approach is to first evaluate if the field is really needed.  If so, BMC recommends that you use the enhanced Overlay functionality of BMC Remedy ITSM release 8.1.00 when customizing the Best Practice view. This streamlines the customization process and ensures that your changes are not lost when a BMC Remedy AR System application or server is upgraded.  

BMC does not publish the dates of future product releases. In the past, BMC has released new major or minor versions of its application on average about once per year.  

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.