Remedy Incident Management

Part of the BMC Remedy IT Service Management Suite

The industry’s leading ITIL incident management solution

Enable comprehensive, best practice based incident management and problem management processes via intuitive, easily adopted, enterprise scale technology

This product provides:

  • Distinct, yet fully integrated, ITIL® incident management process and problem management applications
  • Single, purpose built CMDB allowing for business awareness of service desk functions
  • Powerful, proven workflow engine enabling automation of service desk processes
  • Seamless integration with other service management solutions (change, asset, service level, service request, identity, knowledge)
  • Simplified interfaces for rapid incident and problem creation and closure
  • Multi-tenant architecture supporting service desk consolidation for global enterprises
  • Built-in process flow taskbar and interactive process model based on ITIL

With BMC Service Desk as a stand-alone solution or as part of the BMC Remedy IT Service Management Suite, you will:

  • Enforce best practice processes
  • Improve key metrics such as first call resolution, mean time to repair, reoccurring incidents
  • Reduce call volumes and encourage user self-sufficiency by letting users search FAQs, known solutions, and workarounds to common issues
  • Prevent future incidents from occurring
  • Increase customer satisfaction ratings
  • Align service desk functions with business drivers
  • Facilitate ITIL incident management processes
  • Enable service desk consolidation


Related Products and Services
This product is part of: BMC Remedy IT Service Management Suite
Other products in the suite:

Asset Management
Change Management
Service Request Management
Knowledge Management
Atrium CMDB
Atrium Dashboards and Analytics
Atrium Discovery and Dependency Mapping
Atrium Orchestrator
Atrium Service Level Management

Software as a Service (SaaS): Remedy OnDemand
Consulting Services: IT Consulting
Education: BMC Service Desk Learning Path
Mobility: BMC Mobility for IT Service Management
Other related products: BMC Service Management Process Model
Tific Support Automation Suite
ITIL Problem & ITIL Incident Management

 ITIL® is a registered trade mark of the Cabinet Office

Contact Us

Call us at (855) 834-7487 or email us. Or find your local BMC office.

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Remedy 8.0 What's New

What's New in ITSM

With social collaboration tools like Twitter and Facebook — and a new virtual agent — ITSM 8.0 makes it easy to exceed the expectations of  your most demanding customers.

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