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.
Using Smart IT provides several benefits:
Fast and 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 enables you to take notes while talking to your customers. You can add the customer name, contact name, and affected assets by using special indicators in Smart Recorder, 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
When you take your notes while talking to a customer, use special characters, and 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 in 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.
Quick ticket resolution with related knowledge articles
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 use this information to quickly resolve the ticket.
Easy collaboration and knowledge sharing
Smart IT provides a chat application that enables you to communicate with other members of your team to get help or provide help in resolving a ticket.
Find documentation related to your goal.
|User goal||Where to find information|
|Install or upgrade Smart IT|
|Work with Smart IT|
|Work with tickets in Smart IT||
Incidents and work orders
|Work with knowledge articles in Smart IT|
|Work with Assets in Smart IT|