Getting started
Remedy with Smart IT (Smart IT) is the next-generation BMC Remedy IT Service Management (BMC Remedy ITSM) user experience. Basic BMC Remedy ITSM processes—creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information—are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.
Smart IT allows you to:
- Experience an elegant, friction-free UI designed for specific BMC Remedy ITSM roles
- Access all relevant information in a single window, for a 360-degree view of your customer, service history, and related incidents
- Experience anytime, anywhere access to complete ITSM functionality from the field (mobile-first design)
- Share knowledge and collaborate in real time with crowd-sourcing
Smart IT combines with BMC Digital Workplace to deliver an exceptional user experience to both sides of the service desk.
Why Smart IT?
Using Smart IT provides several benefits:
- Faster and more efficient ticket logging
- View of related knowledge articles from within a ticket, for faster ticket resolution and easier information search
- Collaboration tools to share knowledge within a team
- Single-level categorization selection
- Customization options for adding field to your views
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.
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 factor | Smart IT | BMC Digital Workplace |
|---|---|---|
| Users | Support staff | Business users |
| License | BMC Remedy ITSM Suite, BMC Service Desk, or BMC Remedy OnDemand user license | BMC Digital Workplace license or BMC Remedy OnDemand user license |
| Apple iOS and Google Android apps | Remedy with Smart IT | BMC Digital Workplace |
| Universal Client | Accessible at http://<server>:<port>/ux/smart-it/ | Accessible at http://<server>:<port>/ux/myitapp/ |
| Administration Console | Accessible at http://<server>:<port>/ux/admin | Accessible 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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