The BMC Remedy Service Management portfolio includes the following IT Service Management product packages:
The portfolio also includes products to support your external call center, delivering the following product suite:
Finally, BMC Remedy Service Management delivers a flexible and scalable development platform for automating key Service Management business processes:
BMC Remedy Service Management Overview
The BMC Remedy Service Management product portfolio not only streamlines the processes around IT service desk, asset management, change management, and service level agreements, but it also enables you to link your business services and IT infrastructure to help you manage the impact of technology changes on business and business changes on technology—in real time and into the future. In addition, you can define and measure service levels, understand and optimize the end user experience, balance current and future infrastructure investments, and view potential impact on the business via a real-time service model. All of this helps you manage what matters to deliver Business Service Management (BSM).
Features and Benefits
With the BMC Remedy Service Management product portfolio, you can:
- Align business and IT
- Translate business objectives into IT services by facilitating a dialog to define what the business needs, and get agreement on the specific services and service levels that IT will deliver to address those needs
- Manage assets to optimize business value by ensuring your assets are supporting business-critical IT services according to agreed-upon service levels
- Increase the responsiveness of IT organizations to the business by providing dynamic service views and service models showing how a single event can impact crucial business services
- Based on business needs and priorities, proactively manage service levels for mission critical services delivered by IT Operations through real-time management of service level agreements
- Integrate real-time IT and business impact information, as well as route cause data, into incident tickets for improved end-user value
- Provide visibility into your infrastructure
- Rapidly discover what physical and logical elements (servers, routers, switches, databases, gateways, web servers, application servers) and dependencies comprise an application infrastructure
- Quickly discover which underlying IT resources are causing business service slow downs or outages
- Manage IT and service information at an enterprise scale with secure distributed roles and responsibilities
- Allow for the identification of chronic bottlenecks and service-impacting problems and workflow processes
- Provide real-time event consolidation, processing, and integration with existing tools and help desks, and notification for consolidated control across the entire IT computing enterprise
- Enhance customer satisfaction
- Facilitate the creation and maintenance of a service model by not only discovering the components and relationships of enterprise application infrastructures, but also by watching for changes and proposing updates to the service models accordingly
- Enable staff with interactive notification, escalation and resolution capabilities via remote devices to ensure IT and business issues are addressed quickly and efficiently
- Show how the IT assets and staff resources performed against contracted service levels
- Define, measure, and manage the quality of service (QoS) experienced by a group of end users
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