Remedy Service Desk uses automated, ITIL-compliant incident management and problem management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services.
The mission of the Incident Management process is to resolve incidents as quickly as possible in a prioritized fashion. Incidents typically represent service disruptions for users. The problem management process focuses on determining the root cause of a problem to minimize the number of incidents an organization has to handle. and on using the change management process to correct the root cause. Remedy Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents.
Tip
To stay informed of changes to this space, place a watch on this page.
Note
This section only includes information about changes since the most recent release of BMC Service Desk. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.0, 8.1, 9.0, and 9.1.
Classic view no longer supported in BMC Remedy ITSM
As announced earlier, Classic Views are no longer supported in versions 9.0 and later of BMC Remedy ITSM and its applications. The Classic Views and its settings were included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the Best Practice views.
Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable. For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at
Product announcements for BMC Remedy IT Service Management Suite
.
Tip
To stay informed of changes to this space, place a watch on this page.
Date | Title | Summary |
|---|---|---|
| February 28, 2018 | 9.1.04.002: Patch 2 for version 9.1.04 | This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 9.1.04 and later into a single patch release. The patch contains fixes in Foundation and BMC Remedy Smart Reporting areas. |
| December 5, 2017 | 9.1.04 | This release consolidates all the Hot Fixes delivered for BMC Service Desk version 9.1 and later and also includes enhancements related to fortification of user permissions to work with tasks. |
| June 9, 2017 | 9.1.03: Service Pack 3 | Service Pack 3 release for BMC Service Desk version 9.1.00. |
| May 31, 2017 | 1.6.00 enhancements | Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are:
|
| December 5, 2016 | 9.1.02: Service Pack 2 | Service Pack 2 release for BMC Service Desk version 9.1.00. |
| December 5, 2016 | 1.5.01 enhancements |
|
| June 23, 2016 | 9.1.01: Service Pack 1 | Service Pack 1 release for BMC Service Desk version 9.1.00. Enhancement available in this release:
|
| June 23, 2016 | 1.5.00 enhancements |
|
| May 17, 2016 | Smart IT 1.4 performance | Performance information is now available for Smart IT 1.4. |
| April 07, 2016 | Documentation enhancement | Videos on user onbording and content import in BMC Remedy Smart Reporting are now available. |
| February 26, 2016 | Documentation enhancements |
|
February 24, 2016 | 1.4.00 enhancements | Smart IT 1.4 introduces several enhancements:
|
December 22, 2015 | Version 9.1.00 | Enhancement available in this release: |
| December 18, 2015 | Service Pack 1 for version 1.3 of BMC Remedy with Smart IT | Enhancements available in this release:
Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT. |
As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems. | ||
As an administrator, manage configuration items and archive Remedy Service Desk records. | As an administrator, set up integrations with other BMC products or third-party software. | |
Use Remedy Service Desk to manage incidents and problems, understand user permissions and sample data for incident management templates. | ||
Frequently asked questions
This section provides answers to frequently asked questions (FAQs) about BMC Service Desk.
Creating PDF and Word exports
You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.
To export to PDF or Word
- From the Tools menu in the upper-right, select a format:
- Export to Word to export the current page to Word format
- Export to PDF to export the current page or a set of pages to PDF
- If exporting to PDF, select what you want to export:
- Only this page to export the current page
- This page and its children to export a set of pages
Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.
Additional resources from BMC
The following BMC sites provide information outside of the BMC Service Desk documentation that you might find helpful:
- BMC Service Desk, BMC Communities
- BMC Customer Support, BMC Communities
- Search the BMC Support Knowledge base, filter your searches using Incident Management or Problem Management in your search term
- BMC Service Desk learning path, BMC Educational Services
- BMC Service Desk offerings, high level product information
- BMC Remedy IT Service Management suite, high level product information
- Documentation for related products:
Comments