This documentation supports the 9.1 version of Service Request Management.

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

Product announcements

This topic describes important announcements and changes that occur in the product. These changes can affect the way in which you configure or run the installed version of BMC Service Request Management 9.1.00.

Background

BMC Service Request Management (SRM) is an application of the Remedy IT Service Management suite, delivering a Self-Service portal (SRM Request Entry console), a Service Catalog, and a Fulfillment Process engine with integrations to other Remedy applications. It has been widely used by Remedy customers to implement powerful self-service / service catalog solutions. With BMC Helix Digital Workplace Advanced (SaaS) and BMC Digital Workplace Advanced, BMC is now offering a much more powerful service catalog and service brokering solution, include many advanced self-service capabilities across many different channels. 

Statement of Direction

BMC Helix Digital Workplace Advanced (SaaS) and BMC Digital Workplace Advanced are the strategic products for BMC's investment into innovative new capabilities around Self-Service and Service Catalog.  BMC encourages all SRM customers to take advantage of these industry-leading capabilities and migrate to Digital Workplace Advanced. BMC continues to maintain the current SRM capabilities and to deliver minor updates to the solution, as needed for the existing customer base, but no major design changes or major innovations are planned for SRM. 

Related topics

Remedy Action Request System product announcements

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Comments

  1. Farid Abbasi

    It would be nice if there was more information about what to do if a similar solution is needed.

    Jan 18, 2018 08:13
    1. Mokshada Shivarekar

      Hi Farid,

      Thank you for your comment. I will discuss your concern with the team and write back to you.

      Regards,

      Mokshada

      Jan 18, 2018 10:12
  2. Sandra Mendoza

    Hello, I would like to know about replacement of Identity Request Management capability. Thanks in advance

    Mar 05, 2018 08:19
    1. Jyoti Nerkar

      Hello Sandra,


      Please see the reply from Peter Adams:

      IRM was a pluggable integration framework for Identity & Access Management Solutions to integrate into SRM. There was only one solution (Sailpoint) that used this approach, and Sailpoint decided to manage their integration into ITSM using different APIs. BMC still offers many integration options for integration of an IAM solution with ITSM, even though IRM is no longer available. In general, we recommend to use REST API or BMC Helix's Integration Service for integrations with ITSM solution. I also want to call out that we recommend customers to use BMC Digital Workplace Advanced as a service catalog solution.


      Hope this helps.


      Regards,

      Jyoti


      Nov 03, 2019 10:27
  3. Peter Adams

    IRM was a pluggable integration framework for Identity & Access Management Solutions to integrate into SRM. There was only one solution (Sailpoint) that used this approach, and Sailpoint decided to manage their integration into ITSM using different APIs. BMC still offers many integration options for integration of an IAM solution with ITSM, even though IRM is no longer available. In general, we recommend to use REST API or BMC Helix's Integration Service for integrations with ITSM solution. I also want to call out that we recommend customers to use BMC Digital Workplace Advanced as service catalog solution.

    Oct 18, 2019 07:32