Orientation
BMC Service Resolution is an end-to-end solution that enables you to proactively manage the risks in your IT infrastructure that can impact the performance of your applications or services. By using BMC Service Resolution, you can achieve higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.
The following topics are provided:
The following video (04:46 min) provides an overview and benefits of BMC Service Resolution.
What products comprise BMC Service Resolution?
BMC Service Resolution is an end-to-end solution that integrates event management with incident management. This integration enables optimum interaction and collaboration between these systems. It does not just focus on creating an incident for every event, but instead, based on the level of maturity of your IT infrastructure, transforms the infrastructure events into a set of related infrastructure incidents and impact incidents that can be routed and managed to closure.
The following table identifies the products that BMC Service Resolution comprises.
*Choose only one product for each function.
BMC Service Resolution levels
The level of interaction is established based on the maturity of the event monitoring system. BMC Service Resolution support three levels of service resolution.
- Level 1—Event-based service resolution. Event incidents are created without CI information.
- Level 2—Infrastructure-based service resolution. Infrastructure incidents are created with CI information.
- Level 3—Impact-model-based service resolution. Based on the policy, a Causal incident or a Causal and Impacted incident with impact relationships is created.
For more information, see BMC-Service-Resolution-levels.
Solution documentation
This documentation space contains the information that you need about the supported component products and how to configure the solution following installation of the component products. It does not contain the installation instructions for the component products.
Use the following table to locate the documentation that corresponds to your environment.
BMC Service Resolution component product documentation
*Choose one option for each constituent function.
This documentation is divided into sections that correspond to your journey in using the product. Use the following table to locate the documentation that corresponds to your level of implementation or use of the solution..
BMC Service Resolution implementation and configuration documentation