This section explains how to perform tasks pertaining to the BMC Remedy ITSM Suite. The following information is provided:
- Accessing the interface
- IT Home page
- Navigating the interface
- Performing common Foundation tasks
- Work information
- Using Global search
- Working with reports
- Using flashboards
- Using BMC Atrium Service Context
- Using social collaboration
- Working with broadcasts
- Using search
- Changing a process name in BMC Service Management Process Model
The following table shows you where to find instructions based on your goals.
The links in the following table take you to the BMC Knowledge Management, BMC Service Desk, BMC Change Management, BMC Asset Management, BMC Service Level Management, and BMC Service Request Management online technical documentation.
|Managing your knowledge base
|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
|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
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 requests
|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
|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.
|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
|BMC Service Request Management provides an online service catalog from which employees can view and request services that are available to them.