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BMC Remedy IT Service Management Process Designer

Take advantage of the fastest and most efficient way to create and manage processes in BMC Remedy applications. With drag-and-drop ease, this visual process design tool lets non-technical users build and deploy new processes and policies without worrying about developer tools or customization.

Key Features

Business Challenge
Designing and deploying complex IT service management processes can be time consuming. Building a catalog of 50 service requests, for example, often takes weeks, as administrators need to configure approvals, notifications, and fulfillment processes that orchestrate the various activities by the service delivery organization. Implementing custom policies may require use of BMC Remedy Developer Studio to add or modify workflow, requiring resources with BMC Remedy development skills and resulting in a product customization. The resulting deployment delay slows both adoption rates and time to value, lowering the return on your IT service management investment.

Visual process designer with drag-and-drop user interface (UI). No scripting required. Extensive action library User wizard (including ITIL guide) Access to information in any BMC Remedy Action Request System form for use during process execution Pre-built integration with BMC Remedy IT Service Management Suite Release management with version control and process auditing Process execution tracking and reporting

The BMC Solution

BMC Remedy IT Service Management Process Designer (Process Designer) is a visual process design tool that enables you to quickly build and deploy new processes for the BMC Remedy IT Service Management Suite. This can, for example, be request fulfillment processes, change implementation processes (sequence of tasks), or cross-functional processes, such as automatically creating a problem for each major incident. With Process Designer, creating the same 50 service requests takes less than five days. Through seamless integration with the BMC Remedy IT Service Management Suite, Process Designer helps you: Build processes graphically, including decision trees, queries, sub-processes, notifications, and more Implement processes with no customization of your BMC Remedy IT Service Management applications Effectively manage the release of the processes via a full release management environment, including automated versioning, rollback, and auditing capabilities. A number of organizations have achieved time savings of over 60 percent by implementing new requests and processes using Process Designer.

Figure 1. Designing processes with BMC Remedy IT Service Management - Process Designer

Key Benefits
Processes that fit the business: Implement processes that perfectly match your business needs. Business users get what they want: Give process experts from the business organizations an easyto-understand view of key processes and involve them in the design of the process from the start. Fast deployment at lower cost: Leverage a simple graphical interface to implement processes without customizing your BMC Remedy IT Service Management applications.

Reduced support and upgrade costs: Spend less time and effort supporting BMC Remedy IT Service Management applications (no additional development or customizations required).

Streamlined processes: Automate processes in BMC Remedy IT Service Management. Simplified user interface: Build decision trees quickly and easily via a simplified user interface. Less training required.

Support compliance activities: Automatically version-stamp processes for easy rollback and process change auditing.

Figure 2. BMC Remedy IT Service Management - Process Designer tracks request workflow.

Trust the company of experts. Solutions. Expertise. Community.

BMC has a wealth of experience and resources to make your IT service management project a success. Through our large network of systems integration and technology partners, professional and educational services, and a wealth of BMC online communities and user groups, you will benefit from the largest IT service management ecosystem in the world. Whether you need ITIL training and certification, process or architectural design, implementation services, or complementary technologies, BMC can help. BMC Remedy is part of an industry-leading IT service management portfolio that allows you to find your fit and get the perfect solution for your needs today and tomorrow.

BUSINESS RUNS ON I.T. I.T. RUNS ON BMC SOFTWARE.

Business runs better when IT runs at its best. That's why more than 50,000 IT organizations - from the Global 100 to small and mid-market businesses in over 120 countries rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industrys broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended June 30, 2012, BMC revenue was approximately $2.2 billion.

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For more information

For more information on BMC solutions for IT Service Management, including BMC Remedy IT Service Management - Process Designer, please visit www.bmc.com/itsm.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks or registered trademarks are the property of their respective owners. 2012 BMC Software, Inc. All rights reserved. Origin date 04/12.

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