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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Problem management use cases

There are some common problem management use cases that you typically encounter as IT support staff. The Calbro Services user personas help to illustrate the use cases and overall ITIL good practices workflow; however, the use cases do not necessarily make reference to specific Calbro Service sample data.

The following use cases are provided:

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