This documentation supports the 9.1 version of Service Level Management.

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

BMC Service Level Management (BMC SLM) provides a way to review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost. It streamlines the most important task of all, which is the communication between a service provider and its customers.

Release notes and notices
updated 08 Jun

This section provides information about what is new or changed in BMC Service Level Management version 9.1.00, including urgent issues, documentation updates, service packs, and patches. 


To stay informed of changes to this space, place a watch on this page.


This section only includes information about changes since the most recent release of BMC Service Level Management. 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.

Related topics
 Where to find more information

Known and corrected issues

Installation and upgrade documentation
(in the BMC Remedy ITSM Suite 9.1 Deployment online documentation)

Support information


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Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable.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 .


To stay informed of changes to this space, place a watch on this page.

December 5, 20179.1.04

This release consolidates all the Hot Fixes delivered for BMC Service Request Management version 9.1 and later in a single release. This release enhancement introduces maximum size setting for zip files in Log Zipper utility.

June 9, 20179.1.03: Service Pack 3Service Pack 3 release for BMC Service Level Management version 9.1.00.
May 31, 20171.6.00 enhancements

Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are:

  • Enhanced screen configuration capabilities

  • Capability to update field using expression

  • Provider action for a specific field for change and incident ticket

  • Ticket console enhancement

  • Additional process to add custom fields to the Asset View

  • Global search enhancements

  • Smart Recorder search enhancement

  • Additional configuration parameters

  • Customization information transfer using the BMC Remedy Deployment Application

  • Management of configuration data through Centralized Configuration (CCS) forms

  • Data migration utility for Smart IT 2.0 upgrade
  • Auto-categorization by using BMC Cognitive Service Management

December 5, 20169.1.02: Service Pack 2Service Pack 2 release for BMC Service Level Management version 9.1.00.
December 5, 20161.5.01 enhancements
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June 23, 20169.1.01: Service Pack 1Service Pack 1 release for BMC Service Level Management version 9.1.00.
June 23, 20161.5.00 enhancements
May 17, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancementVideos on user onbording and content import in BMC Remedy Smart Reporting are now available.
February 26, 2016Documentation enhancements
February 24, 20161.4.00 enhancements

Smart IT 1.4 introduces several enhancements:

  • New Asset Management capabilities, including:
    • Asset Console for locating and managing assets
    • Create and update assets
    • Grouped assets and additional asset types
    • Smart receiving from mobile devices
    • Customization of the Asset View
    • Visual CI explorer
    • Create an incident, work order, or change request from an asset
    • Relate an asset to another asset
  • Enable or disable application modules for phased roll out
  • Add new customer from Smart Recorder
  • Add approvers to change requests
  • Apple Watch support
  • Upgrade enhancements
December 22, 2015Version 9.1.00

Enhancements available in this release:

December 18, 2015

Enhancements available in this release:

  • Functionality to support Knowledge-Centered Support (KCS) framework 
  • Support for BMC Remedy ITSM 9.1 enhancements 
  • Upgrade directly to Smart IT 1.3.01 from version 1.2.00 
  • User experience enhancements 
  • Accessibility enhancement 
  • Support for Microsoft Edge browser

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 BMC Service Level Management Console.



As a developer, customize BMC Service Level Management and understand the architecture.



As an administrator, understand the Application Administration Console and the functions to administer BMC Service Level Management.



As an administrator, integrate BMC Service Level Management with Remedy AR System and Remedy IT Service Management.



Resolve common issues or errors, review logs, or contact Support.



(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.



(On-premises only) Install and perform initial system configuration.



(On-premises only) Upgrade based on the latest system requirements and software.



Additional resources

The following BMC sites provide information outside of the BMC Service Level Management documentation that you might find helpful:



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