BMC Remedy ITSM

The BMC ITSM offer: “BMC Remedy IT Service Management”

BMC Remedy IT Service Management automates ITIL key processes. It unifies incident and problem management applications, changes, service and asset services. BMC Remedy IT Service Management also integrates a CMDB based on a model and a workflow engine.

A full-set of applications that includes the following elements:

1. BMC Remedy Incident Management
2. BMC Remedy Problem Management
3. BMC Remedy Change Management
4. BMC Remedy Asset Management
5. BMC Atrium CMDB
6. BMC Atrium Integration Engine
7. BMC Service Level Management

BMC Remedy Incident Management

• The BMC Remedy solution designates as incident any event that is not part of the normal functioning of the service and that leads to a service breakdown or reduces its quality. The normal functioning of services means that services are functioning normally according to the limit specified by Service Level Management (SLM).

BMC Remedy Problem Management

• This module allows managing problem investigations, managing errors that are known and managing entries in the solution database. Problem management makes it possible to prevent and thus stop incidents, errors and other problems to occur. A problem investigation makes it easier to find the reason why there were incidents in the first place. Actions are launched in order to improve or correct the situation and to stop the incident from happening again.

BMC Remedy Change Management

• BMC Remedy Change Management offers to IT departments the possibility to management changes by evaluating the impact, the risks and the resources involved. The solution makes it possible to create plans and to automate approval functions so these changes can actually occur. It also has functionalities allowing to plan and appoint tasks and to create reports to analyse performance and improve processes.

BMC Remedy Asset Management

• BMC Remedy Asset Management makes it possible for the IT department to monitor Configuration Items of the company (as well as the evolution of their relationships) and to manage them throughout their lifecycle.

BMC Atrium CMDB

• BMC Atrium CBDM stores information about configuration items and their relationships in a database model and offers the possibility to bring together data from different sources. BMC Atrium CMDB is a “unique truth source” about our IT environment, allowing other BMC application to manage the configuration items, plan the impact of configuration changes and run other functions in Business Service Management (BSM).

BMC Atrium Integration Engine

• BMC Atrium Integration Engine reduces inefficiencies and allows data sharing within the company for a spread of news that is fast and precise. This integration engine speeds up the development of links between the BMC Remedy solutions and other applications a company may have, such as ERP, CRM, etc, and also reduces the costs.  

BMC Service Level Management

• BMC Service Level Management allows IT service providers to formally provide their customers with information about their needs thanks to agreements of service level giving service levels matching customers’ needs. Service Level Management offers a way to analyse the situation, apply a level of service that is adapted, and prepare reports about this point. It rationalises the most crucial task, that is to facilitate communication between a service centre and its customers. Several service targets can be defined and controlled. They are utilised as a bridge between the IT maintenance support and the IT operations. It allows cost control and contributes to provide a constant level of service within the scope of the maintenance of a company’s key service.

To go further

Many other applications can be integrated into BMC ITSM suite in order to spread functionalities. Some of them are listed below:

• Setting up a knowledge base: “BMC Remedy Knowledge Management”
• Setting up a complete and expanded service request management so that the customer can detail and automate his need: “BMC Service Request Management”
• Setting up automatic discoveries: “BMC Configuration Management” (Marimba) et “BMC Foundation & Topology Discovery”
• Setting up solutions dealing with performance management, event management and management of the impact on business services due to the creation of “intelligent” incidents: “BMC Performance Manager” (Patrol), “BMC Event and Impact Management”

*ITIL Consulting is a subsidiary of SAPIENS GROUP

1 need = 1 solution

• BMC
  • BMC Remedy ITSM
  • BMC Remedy Asset Management
  • BMC Topology Discovery
• HP BTO
  • HP Service Manager
  • HP Asset Manager
  • HP Discovery & Dependency Mapping