This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Foundation objects

The Foundation contains the following objects, which are needed to support the applications:

Company

Company is a primary data structure in the foundation. This structure has two main purposes: tenancy definition and external company definition.

Tenancy refers to how data and rules are partitioned within the BMC Remedy IT Service Management (BMC Remedy ITSM) applications. For example, a company might have two business units that use the BMC Service Desk: Incident Management application. Each business unit has its own definitions of data, categorizations, assignment rules, and approval rules to make sure that this data is not intermixed.

Tenancy enables you to define the partitions between the two business units and enforce the data level permissions for access. In this example, a company would be defined for each business unit to define partitioning of rules and data.

A primary function of the company data structure in the foundation is to define tenants that use BMC Remedy ITSM applications. This function of company defines both how the application will partition the data and the rules for the application, based on different distinct users of the application.

Business units are one example of partitioning. If you need to partition the data and the rules of the applications, based on individual business units, then you need to define different companies for each business unit.

You can also use the company definition to define other types of companies that are used in the application, such as manufacturers, suppliers, and so on.

Company types

BMC Remedy ITSM supports the following company types:

Company types

Company type

Description

Used with row level security?

Supports multitenancy

Customer

External companies for which you provide services.

Yes

Yes

Generic Contact

Other companies that you want to reference on the People form.

Yes

Yes

Manufacturer

A company that manufactures a product identified in the Product Catalog.

No

No

Operating

A company or business unit for which your company or organization provides services. It must be specified for each product identified in the product catalog. In a Hub and Spoke environment, companies that are resident on a spoke server and receive IT Management support from a Service Provider on the hub server must be defined as an Operating company.

Yes

Yes

Supplier

Third-party suppliers of products; used by BMC Asset Management.

No

No

Vendor

Third-party vendor that provides services for your company or organization.

Yes

Yes

Service Provider

A company that is contracted to provide IT management services to other companies (Operating companies). In a Hub and Spoke environment, the company that is resident on the hub server to provide IT management services to other companies must be defined as a Service Provider company. Operating companies are resident on the spoke servers.

Yes

Yes

Note

People cannot be associated to a Manufacturer type of company.


You can associate support groups (and relate people to those support groups) only for the following company types:

  • Customer
  • Operating company
  • Service Provider company
  • Vendor 

Only users who are members of support groups can access core BMC Remedy ITSM forms, such as the Incident, Change, Problem, and Asset forms. Even for users who are members of a support group, there are certain exceptions based on the company type. For example, a user who is a member of a vendor company cannot create a change or release, but can be assigned to work on the change either as a change or release coordinator or as a change or release manager.

Customers who request support must belong to either a customer company or an operating company.

Companies can be more than one type. After the company has been created, you can add an additional company type by opening the Company form and selecting the additional company type. When you save your changes, the additional company type is appended to the existing company type.

Company types example

Calbro Services has an IT department that provides support for all employees of both Calbro Services and Company A. Calbro Services is the operating company, because some of the employees of Calbro Services are support staff.

Because Company A receives support from the IT department, Company A is customer type of company.

A manufacturer company is specified in the Product Catalog and is a company that manufactures software that is used by Calbro Services. For example, if Calbro Services uses Microsoft Word, Microsoft is the manufacturer.

A company that supplies this product to Calbro Services is a supplier company. A company that supplies Microsoft Word licenses to Calbro Services is a supplier.

Both the manufacturer and supplier companies are external entities. They do not have access to the BMC Remedy ITSM applications being used by Calbro Services. The distinction between manufacturer and supplier is crucial for the Software License Management feature provided by BMC Remedy Asset Management.

If Company A requires support for a service that Calbro Services obtains from Company C, then Company C is a vendor type of company. Users in support groups for a vendor company can have access to BMC Remedy Service Desk to report incidents and problems.

People

The People structure within the BMC Remedy IT Service Management (BMC Remedy ITSM) applications includes forms that are primarily accessed through the People form.

The main form (or parent form), People, is used to store an individual's contact information, their organization, and location structures information.

For more information, see People information.

Organization

The organizational structure describes the organizations and departments within a company.

Support groups

Support groups are used to define groupings of support staff, based on their skills. Service management requests such as incidents, problems, and change requests are assigned to a support group and, during the life of the request, are sometimes referred from one support group to another.

  • The support structure can differ from the organization structure.
  • A support staff member can belong to many support groups.
  • Vendor support groups can be defined to support external assignment of requests.
  • The Support Group role must be specified for information only; there is no associated workflow.
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Comments

  1. Colin Rolls

    1) The company types table is duplicated here:

    https://docs.bmc.com/docs/display/public/itsm91/Company+types+supported

    but this other page has far less info and different descriptions.

    2) This page should explain how ITSM functionality differs when selecting a company type, eg: from my testing if a company is setup as an Operating Company, Customer Company or Service Provider the functionality in the system appears the same, is this correct?  if not, where exactly in the system will I see the difference? which menu is different etc?

    3) "Customers who request support must belong to either a customer company or an operating company."  - what about service provider?

    Jul 10, 2017 06:05
    1. Mokshada Shivarekar

      Hello Colin,

      Thank you for your comment. I will work with the SME and write back to you soon.

      Regards,

      Mokshada

      Jul 10, 2017 11:33
    1. Jyoti Nerkar

      Hello Colin,


      The table is updated to include required information. Please revert in case you need more details.

      The following topic is re-using the content from this page:

      https://docs.bmc.com/docs/display/public/itsm91/Company+types+supported


      Regards,

      Jyoti

      Sep 21, 2018 12:02