This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Business value

Remedy Service Desk acts as a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents. Remedy Service Desk is the anchor product that enables you to get started with Service Desk Optimization.

An organization must address everyday, immediate incidents to carry out its business. These immediate incidents are the focus of the incident management process. In addition, it is essential to detect, analyze, and resolve problems in the infrastructure.

Related topics

Incident management user roles

Problem management user roles

Remedy Service Desk consists of two features:

These ITIL compliant applications automate the incident and problem management processes to enable IT to respond quickly and efficiently to conditions that disrupt critical services.

Incident Management focuses on getting users up and running after disruptions.

Problem Management focuses on determining the root cause of a problem, and on using the Remedy Change Management processes to correct the root cause.

The following graphic shows the relationship between incident, problem, and change management processes for user requests.

Relationship between incident, problem, and change management processes for user requests

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*