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How BMC Remedy AR System enables business process automation


Every company, whether it makes bicycles or provides worldwide telecommunications services, has its own business needs and processes. BMC Remedy Action Request System (BMC Remedy AR System) enables you to automate many business processes without learning a programming language or using complex development tools.


BMC Remedy AR System is a professional development environment that

  • Leverages the recommendations of the IT Infrastructure Library (ITIL)
  • Provides a foundation for Business Service Management (BSM) solutions

Using BMC Remedy AR System, non-programmers can build powerful business workflow applications and deploy them simultaneously in web, Microsoft Windows, UNIX, and Linux environments.

Applications built with BMC Remedy AR System can automatically track anything that is important to the processes in your enterprise. Companies use BMC Remedy AR System applications to track such diverse items as stock trades, benefits data, inventory assets, spare parts, and fulfillment orders. With sufficient planning, even workflow-intensive procedures can be automatically maintained in an orderly manner.

How BMC Remedy AR System can help manage a service desk

One of the most common uses of BMC Remedy AR System is to automate internal service desks. The following example illustrates a service desk solution in which BMC Remedy AR System solves an employee's problem.

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Example

Ramona's printer would not work, so she logged on to her company's BMC Remedy AR System service desk portal and entered information about the problem. The system automatically offered several knowledge base articles that might apply to her problem, but none resolved the issue for her.

Ramona then opened a service desk request through the portal to get further assistance from the IT department. When she entered her phone number into the blank request form on her screen, details of her configuration and location automatically appeared in the form. Ramona filled in the remaining details about her problem and submitted the request. She immediately received a message informing her that the case had been assigned to Becky.

Becky was automatically paged and used her computer to review the problem. Using her knowledge of similar problems, she fixed the printer and marked the case closed. Ramona was then notified that the problem was fixed.

If Ramona's problem had been an emergency that was not handled within an hour, the system would have automatically paged the appropriate support personnel and sent an email message to Ramona, informing her of the request status.

In this example, BMC Remedy AR System automated the offer of knowledge base articles, the entry of information in the form, the assignment notification, the paging system, the closure notification, and the emergency response.

A service desk application and other ready-to-use BMC Remedy AR System applications are available from BMC and its partners (see BMC Remedy add-on products). You can also create your own custom solutions.

How BMC Remedy AR System facilitates adaptability

BMC Remedy AR System is a simpler solution than hard-coded applications, which are typically inflexible, and development toolkits, which often require extensive technical knowledge and time to use. Instead, BMC Remedy AR System provides a platform from which even nonprogrammers can modify ready-to-use BMC applications or create custom applications to fit their unique enterprise.

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Perhaps the best way to understand the adaptability of BMC Remedy AR System is through an example.  

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Example

Paul owns a small book store and installs BMC Remedy AR System to help track inventory. Initially, he builds a simple application that has one form. The form collects the book title, number of copies, price, and customer rating. When his business grows and he needs to track employees, he adds a form that collects the employee number, salary, start date, training, and time card.

Next, Paul links his application to a credit/debit verification system by using the BMC Remedy AR System open API. Later, he adds an order tracking and purchasing application to automatically order items through web services. He then creates a website to enable customers to order books online, and to store their purchase history in a knowledge base. He further automates the system to provide proactive book suggestions based on the purchase history.

Using BMC Remedy AR System to implement the book store, facilitates Paul to easily adapt and implement the changes to his business demands and expand his business.

 

 

 

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