This documentation supports the 18.05 version of Remedy with Smart IT.

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

Getting started

Remedy with Smart IT (Smart IT) provides the next-generation user experience for BMC Remedy IT Service Management (BMC Remedy ITSM). Basic BMC Remedy ITSM processes, such as 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 enables you to:

  • Experience an elegant, friction-free UI that is designed for specific BMC Remedy ITSM roles
  • Access all relevant information in a single window, including 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

Read the following content to get started with Smart IT:

OrientationOverview of product and documentation

Learning about Asset Management

Learning about Change Management

Learning about Incident Management

Learning about Knowledge Management

Learning about Problem Management

Learning about Release Management

Learning modules about key areas, and how to work in those areas in Smart IT
Key conceptsProduct architecture and other key concepts

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  1. Jesus Emilio Vargas Ortiz

    Where can i find information regarding How Reopen functionality works?

    May 07, 2018 06:41
    1. Nilay Agambagis

      Hello Emilio Vargas,

      As communicated with you earlier, Changing ticket status in Smart IT topic contains the Reopen button information.



      Jul 05, 2018 03:16
  2. Melanie Jansen

    Why isn't there a section on Getting started with Incident Management?

    Nov 04, 2018 05:43
    1. Dhanya Menon

      Hello Melanie,

      Thank you for your comment. 

      We are working on it and in the future releases, the Getting Started section will be enhanced.


      Dhanya Menon

      Jan 23, 2019 04:55