BMC IT Service Support Key Differentiators The BMC IT Service Support Route to Value: Enables you to use a single application instance to serve multiple business units and cost centers Designed to create a unified ITIL process model, data model, and user interface Separates ITIL process roles and permissions from users and groups Offers out-of-the-box closed-loop processes > See a complete list  Problem As the front-line interface between IT and the business, the IT Service Support group experiences customer dissatisfaction from service disruptions and perceptions of poor service quality, while under constant pressure to minimize support costs. However, due to fragmented manual processes, obscure relationships between infrastructure and services, and a lack of shared metrics and priorities, the IT Service Support group is often unable to coordinate efficient, business-relevant decisions and actions across the many areas of IT. Despite these problems, your IT Service Support group needs to be able to: Create a high quality of service at reasonable cost Provide credible metrics on cost of support, especially to find right balance/fit with outsourcing, as well as meaningful metrics for process improvement Develop more efficient, strategic use of staff through better prioritization, process automation, user self-service Offer a clear understanding of services being provided and their infrastructure dependencies Enable efficient process and audit trail documentation for compliance, e.g. security incidents, changes Develop repeatable, measurable and documented processes Develop ITIL proficiency among staff and a clear understanding of when and how to expand adoption of best practices Solution The BMC IT Service Support Route to Value helps you improve many of your IT Service Support functions, including the ability to align your service quality and costs with business needs, as well as improve response times, ITIL proficiency, and business satisfaction. Through the automation, integration, and optimization of ITIL service support processes across IT and an open, unified architecture that is oriented around your business services, the BMC IT Service Support Route to Value helps you meet your goals.   Solution Components Related Topics BMC Incident and Problem Process Management BMC Service Request Management BMC Change Process Management BSM and BMC IT Service Support Compliance and BMC IT Service Support ITIL and BMC IT Service Support