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

BMC Service Level Management and Incident  Management

Incident Management integrates with the BMC Service Level Management application to provide service level definitions for resolution and response time for incidents. When BMC Service Level Management is installed, service targets and milestones that are associated with an incident are visible on a tab on the Incident Request form.

In addition to the user interface integration, the Incident Management application also uses the definition structure of BMC Service Level Management. BMC Service Level Management has a plug-in architecture for helping users define terms and conditions for a service target, as well as measurements. Incident Management provides a user interface for this BMC Service Level Management plug-in architecture to make it simpler for users to build qualifications using a query-by-example (QBE) model.

 

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Remedy Service Desk 20.02