Statement of direction: End-of-life plan for BMC Service Management Process Model (SMPM) with the ITSM software

BMC plans to stop packaging BMC Service Management Process Model (SMPM) with the ITSM software.

Background

BMC Service Management Process Model (SMPM) is a description of best practice processes from BMC for core ITSM processes such as incident management, problem management or change management, in alignment with ITIL framework. It has been delivered with the ITSM software to be used standalone or integrated in the mid-tier ITSM UI.  With detailed procedure and work instruction, it has provided more specific guidance about ITSM processes than high-level process recommendations provided by ITIL. The last update of SMPM was done in combination with ITSM 8.0 release. Since then, the product has become outdated – from a content perspective, but also from a technology perspective (the UI uses Flash).

Statement of Direction

BMC plans to stop packaging SMPM with the ITSM software starting with the 20.08 release cycle, and deprecating the components as of Dec 20, 2020, as documented at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=154507

As a replacement for best-practice process guidance, BMC plans to transition essential information from SMPM to the applicable documentation spaces, while at the same time updating the content to align better with updates to ITIL practice framework (ITIL 4) and with latest ITSM UI from BMC. BMC plans to provide guidance to customers how to implement documentation for customized processes.

Even with the transition of information to the online documentation spaces, users are able to access the information from the ITSM UI, based on the self-help integration that BMC provides with the new ITSM UI.