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.

Smart IT overview

Why Smart IT?

Using Smart IT provides several benefits:

Faster and more efficient ticket logging

Smart IT provides a single interface to create multiple ticket types such as incidents, work orders, change requests, or service requests. Ticket creation is faster with a limited number of required field values, because of the following features:

  • Automatic creation of a ticket as you take notes during a customer call

    The Smart Recorder provided as part of Smart IT allows you to take notes while talking to your customers. You can add the customer name, contact name, and affected assets using special indicators, and the system provides a list of available options as you type your notes. Based on keywords in your notes, Smart IT starts to create the ticket in the background. After you finish taking your notes, you can create the ticket with the click of a single button.

  • Easy identification of users, related assets and incidents, and available templates while creating tickets

    With the use of special characters as you take your notes while talking to a customer, Smart Recorder displays a list of customers or assets available in the system. You can select the appropriate customer or asset as you type, and these details are automatically displayed within the ticket that is created. Based on keywords in your notes, Smart Recorder displays a list of available templates to use when creating the ticket.

View of related knowledge articles from within a ticket, for faster ticket resolution and easier information search

As you create a ticket (or when you view an existing ticket), Smart IT uses keywords to display a list of related knowledge articles. You can review and use the information applicable to the ticket.

Collaboration tools to share knowledge within a team

Smart IT provides a chat application that allows you to communicate with other members of your team to get help or provide help in resolving a ticket.

Single-level categorization selection

Directly select categorization values from a single-level menu, without having to browse through multiple menus.

Customization options for adding field to your views

As a BMC Remedy ITSM administrator, you can add custom field values to your incident, work order, change request, or task views, or to the People Profile page.

Single-level editing of a ticket

Smart IT provides a single edit button to a ticket. You can open and click the edit button that appears on the top of a ticket and modify the editable information of a ticket.

Is Smart IT the same as BMC Digital Workplace? 

Smart IT and BMC Digital Workplace are tightly integrated. Smart IT is a new user interface for BMC Remedy ITSM. It is available to everyone who has a user license for BMC Remedy ITSM Suite, BMC Remedy Service Desk, or BMC Remedy OnDemand. BMC Digital Workplace is a separately licensed product for business users, whereas Smart IT is primarily for support staff. Starting with BMC Digital Workplace 2.1 and Smart IT 1.0, these products share the same installer, social engine, databases, and server. They have separate mobile apps and universal clients that connect to the same server. When you install one, the other is also installed, but you can use Smart IT and BMC Digital Workplace only if you have the appropriate licenses. You can use Smart IT without buying or configuring BMC Digital Workplace. You also do not have to enable or disable Smart IT and BMC Digital Workplace. BMC Remedy OnDemand customers do not need a separate user license for BMC Digital Workplace.

Comparison of Smart IT and BMC Digital Workplace

Comparison factorSmart ITBMC Digital Workplace
UsersSupport staffBusiness users
LicenseBMC Remedy ITSM Suite, BMC Service Desk, or BMC Remedy OnDemand user licenseBMC Digital Workplace license or BMC Remedy OnDemand user license
Apple iOS and Google Android appsRemedy with Smart ITBMC Digital Workplace
Universal ClientAccessible at http://<server>:<port>/ux/smart-it/Accessible at http://<server>:<port>/ux/myitapp/
Administration ConsoleAccessible at http://<server>:<port>/ux/adminAccessible at http://<server>:<port>/ux/admin

Note

If you have enabled Secure Socket Layer (SSL), then you can use https protocol to access the URLs. 

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