Understanding BMC Service Resolution

BMC Service Resolution is a solution that detects and registers infrastructure incidents and application/service-aware incidents, informing you proactively of issues in the IT environment—for example, when a server is not responding, the Payroll Application is impacted or the Consumer Banking Service is slowing down.

It then passes this information to the service desk, even before your users begin calling in to report a problem. Whether it’s an outage, a slowdown, or a memory shortage, you can act on the incident and initiate a change process to solve the issue before a more serious problem occurs.

This solution optimizes the way event-generation and incident-creation processes operate together to manage your IT. Further, service resolution can be used for problem management. BMC Service Resolution also helps the business executives in making intelligent decisions. These decisions help improve availability, reliability, and feasibility considerations for operations-to-strategic projects.

Refer to the following diagram to understand the process overview of BMC Service Resolution.

diagram_BSR_concept.png

BMC Service Resolution supports the following ITIL v3 activities for Incident Management; starting from issue identification to closure of an incident ticket:

  • Identification - Detect or report the incident
  • Registration -  Register the incident in an Incident Management System
  • Categorization - Categorize the incident by priority, SLA attributes
  • Prioritization - Prioritize the incident for better utilization of the resources and the Support Staff time
  • Assessment - Reveal the full symptoms of the incident
  • Escalation - Escalate to other organizational units if the Support Staff needs their support
  • Investigation and diagnosis - Investigate and find out the root cause if no existing solution from the past could be found
  • Resolution and recovery - Resolve the incident after the solution is found
  • Incident closure - Provide the end-status of the incident in the registry entry of the incident in the Incident Management System to close the incident

BMC Intelligent Ticketing is a part of BMC Service Resolution. BMC Intelligent Ticketing includes issue identification, detection, and assessment.

 

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