SOLUTION DATASHEET

BMC Remedy IT Service Management Suite

IT organizations that are achieving process efficiency, effectively managing costs, achieving compliance, and delivering superior service quality understand the value of integrated IT service management. Replacing disjointed activities for incident, problem, change, configuration, and asset management with a unified service support strategy including self-service and mobility is the key to providing business-aligned services.

Key Benefits
Get the most out of every person, asset, project, and activity Improve service performance and meet the expectations of your organization Demonstrate transparency by providing visibility into the cost of IT Ensure that IT activities, decisions, and services support business priorities Enable compliance controls Manage IT anywhere, anytime

Business Challenge
Over the years, support activities have grown in volume and complexity; service level expectations have peaked at an always available level; and supported services have morphed into a mixture of onsite and offsite components, externally hosted and internally maintained applications, and global configurations. At the same time, IT budgets have decreased, placing added strain on already taxed systems and personnel. As a result, many organizations are still in fire-fighting mode, performing front-line triage for most of their support activities.

The BMC Solution

The BMC Remedy IT Service Management Suite removes complexity and costs, while also providing visibility into the resources, activities, and priorities required to deliver and support business services. This unified, ITIL -certified suite includes industry-leading applications for service desk, asset and configuration management, change and release management, and service level management. It also offers fully integrated mobility, service request, identity, and knowledge management applications to provide self-service capabilities that enable increased operational efficiency and improved customer service quality. Available on premise and on demand, BMC Remedy IT Service Management applications share the included BMC Atrium CMDB to coordinate processes around a single view of how technology components support critical business services. All are powered by the BMC Remedy Action Request System (AR System), the industrys leading service process management platform. And, all are available as mobile applications.

Service Desk
BMC Service Desk is the industrys leading incident and problem management solution. This robust, ITIL-based solution cost-effectively reduces the number of incidents handled, improves resolution times, and prevents future incidents from occurring all while improving IT staff efficiency. As part of the BMC Remedy IT Service Management Suite, BMC Service Desk is helping thousands of customers respond quickly and efficiently to conditions that disrupt critical services. Regardless of whether a request is initiated through a smartphone, the web, e-mail, telephone, or desktop client or by an event from a network or system management application BMC Service Desk acts as a single point of contact that consolidates and handles requests from submission to resolution.

Figure 1. BMC Service Desk

Global Validation
Enterprises worldwide have made BMC Remedy IT Service Management the number one choice for enabling ITIL-aligned service management processes for the IT department.

Change and Release Management

BMC Change Management delivers comprehensive policy, process management, and planning capabilities that help you increase the speed and consistency with which you implement changes, while also minimizing business risk and disruption. It allows you to define and enforce standardized processes from submission through planning, deployment, and finally, verification. It also eliminates bottlenecks by providing mobile alerts to accelerate response time. Finally, it ensures that the appropriate steps are taken, the right business owners are consulted for approvals, and fail-safe procedures are put in place, all of which results in an increase in productivity and a decrease in risk and change-related outages.

Asset Configuration Management

BMC Asset Management helps you drive down IT costs, while also improving service quality and compliance, with a comprehensive approach to IT asset lifecycle management. Its native integration with ITIL workflows and mobile barcode scanning capabilities empower you with more proactive control and greater visibility into IT assets from requisition to retirement. As part of the BMC Remedy IT Service Management Suite, BMC Asset Management helps you reduce software license and compliance costs by incorporating software license management into both your asset and operational processes. In addition, it features extensive contract and financial management that helps drive down costs by eliminating late penalties and unnecessary maintenance, while also connecting asset costs to business services.

Figure 2. BMC Asset Management

Mobile IT Service Management Applications

BMC Software offers a full suite of mobile IT service management applications to help you cut IT costs, improve service performance and reduce business risk. From smartphones and tablets, you can manage incidents, approve change requests, and update asset information. The mobile self-service portal lets users submit, update, and track IT and business requests, effectively reducing the help desk call volume. Built on BMC Remedy IT Service Management Suite, the apps are available on the major mobile operating systems, including iOS, Android, BlackBerry and Windows Mobile.

Figure 3. BMC Mobility for IT Service Management

Customer Views
This is the first time I see a true ITSM suite, not a set of products. The ITSM Suite has dramatic improvements which will help us move from our custom solution to the out of box ITSM applications and solution. I like the new web-based reporting capability. It will save approx 300K in Crystal licenses.

Knowledge Management
BMC Knowledge Management helps agents resolve incidents faster by providing a framework for creating, publishing, reviewing, and searching knowledge articles. It also reduces support desk costs not only by allowing support analysts to find solutions to incidents, but also by providing users with access to resources to resolve issues on their own.

Self Service and Identity Request Management

BMC Service Request Management allows IT and other service provider organizations (e.g. HR, facilities) to easily define available services, publish those services in a service catalog, and automate the request and fulfillment of those services for the end-user community. It also provides users with access to knowledge base articles, which helps deflect calls to the service desk. BMC Identity Request Management is an agnostic broker for identity and access-related activities that are empowered through BMC Service Request Management. Based on best practices, BMC Identity Request Management allows users and managers to access identity information to change passwords, enable or unlock accounts, request or remove access rights, recertify employees, and revoke employee access.

A Common, Shared Platform

All BMC Remedy IT Service Management applications are built on BMC Remedy AR System, an enterprise-proven service process management platform that enables fast deployment, extension, and adaptability to meet your unique and evolving business requirements. Through the BMC Remedy AR System graphical user interface, IT administrators can quickly extend out-of-the-box application functionality without programming. Moreover, it provides a single point of integration to third-party applications and tools through a fully open API, web services, the event-driven Enterprise Integration Engine, COM, OLE, and direct SQL access.

Configuration Management Database

As the industrys leading ITIL-based configuration management database, the BMC Atrium CMDB provides a single source of truth for your IT infrastructure including IT operations, service support, and mainframe operations. As such, it provides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up your business and IT environment. The BMC Atrium CMDB consolidates silos of data (often through federation) into an enterprise-wide view of IT that shows not only infrastructure components and their physical and logical relationships, but also the relationships of the components to business services.

Service Level Management

BMC Atrium Service Level Management establishes, tracks, and measures SLA performance and compliance in realtime, thus enabling you to view trends, spot problem areas, and minimize disruptions for key business services. In addition to monitoring service support metrics, such as incident resolution times, BMC Atrium Service Level Management collects data from infrastructure management data sources, including BMC ProactiveNet Performance Management. The result is a unified management of service support and delivery performance against business targets.

Figure 4. BMC Atrium Service Level Management

Dashboards and Analytics

BMC Atrium Dashboards and Analytics give you visibility into key IT performance indicators through point-and-click analysis, advanced reporting, and a dashboard view of critical IT processes. Using these powerful tools, you will understand at-a-glance how effectively IT is supporting critical business applications and services.

Figure 5. BMC Atrium Dashboards and Analytics

A Comprehensive Solution
In addition to providing out-of-the-box automation of best practice processes, BMC also has a wealth of experience and resources to make your IT service management projects a success. As the market leader in IT service management, BMC has developed a proven and prescriptive approach for helping you increase your success rate and speed time-to-value for your IT service management initiatives. Through our large ecosystem of systems integration and technology partners, as well as our own professional services and education programs, BMC can provide you with complete solutions. Whether you need ITIL training and certification, process or architectural design, implementation services, or complementary technologies, BMC can help.

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

Business thrives when IT runs smarter, faster and stronger. Thats why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended March 31, 2011, BMC revenue was approximately $2.1 billion.

Choose Your Delivery Model On-Premise or SaaS

With IT Service Management solutions from BMC, you will optimize your service desk processes, gain control over assets and software, manage the complete change and release lifecycle, gain advantage with mobile applications, and realize cost reductions through self service. BMC offers the most comprehensive selection of service management solutions available today. The BMC Remedy IT Service Management Suite reduces complexity and makes customer support, change, asset, and request management a seamless integrated process. BMC Remedy OnDemand provides all of the benefits of our industry-leading software while eliminating the cost of maintenance, administration, and infrastructure through a SaaS (Software as a Service) delivery model. BMC Service Desk Express Suite provides easily deployed, ITIL-compatible IT service management for the midmarket with easy to use and configure, low cost, rapidly deployed technology. BMC Remedyforce Service Desk delivers cloud-enabled service desk, self-service, and inventory management capabilities hosted on the number one SaaS platform from Salesforce.com.

For more information on BMC solutions for IT Service Management, go to 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 trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. 2009, 2010, 2011 BMC Software, Inc. All rights reserved. Origin date: 08/10

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