This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier 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
Use casesUse cases
Best practices for Remedy with Smart ITBest practices for Remedy with Smart IT

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