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ITSM – IT Service Management Overview


Need a better help desk?

If you need a simple service desk and asset management tool that offers:

  • Faster resolution times and better service
  • Affordable pricing and hassle-free upgrades
  • Easy implementation, use, and maintenance

You should consider:

BMC Remedyforce

 

  • Cloud-based via Force.com
  • Complete ITSM capabilities
  • 5-50+ IT staff

 

 

BMC Track-It!

 

  • On-premise
  • Service and asset management
  • 1-10+ IT staff

 

Standardizing ITSM processes?

Ready to go beyond the help desk? If you need an ITSM solution that includes:

  • ITIL® process standardization and integration
  • Built-in self-service and process automation
  • Integration with other IT management systems

You should consider:

BMC Remedyforce

 

  • Cloud-based via Force.com
  • Complete ITSM capabilities
  • 5-50+ IT staff

 

 

BMC FootPrints

 

  • On-premise
  • Integrated ITSM and PC lifecycle management
  • 10-50+ IT staff

 

Adopting a BSM approach?

Looking for the ITSM foundation for a business service management approach?

  • Organize and manage IT services
  • Visibility and integration across a range of IT operations processes
  • In-depth ITIL® process alignment

You should consider:

BMC Remedy OnDemand

 

  • Cloud-based
  • Enterprise IT operations platform
  • 50+ IT staff

 

 

BMC Remedy

 

  • On-premise suite
  • Enterprise IT operations platform
  • 50+ IT staff

 

 

Need help choosing?

Download the how-to guide to finding the best IT Service Management solution for you.

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Vendor rating

See how Gartner evaluated BMC’s corporate viability, market offerings, and customer support.

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Analyst research

Read Forrester's February 2012 analysis on the future of ITSM for I&O professionals.

Download the ITSM report

ITSM for the public sector

The first and only cloud-based IT service management solution designed to support FISMA with NIST 800-53 controls.

Explore ITSM OnDemand

Need more help?

Get more from your ITSM initiative with global services from BMC, including:

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IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office. ITIL® is a Registered Trade Mark of the Cabinet Office.

ITSM solutions comparison chart

 

BMC Track-It!

BMC

BMC FootPrints

BMC Remedy
General requirements
Where it's delivered On premise In the cloud On premise On premise or in the cloud!
Speed of deployment Rapid Rapid Rapid Phased approach
Ease of use Intuitive and easy to use Intuitive and easy to use Intuitive and easy to use Intuitive and easy to use
Integration Packaged integrations Extensive and open Extensive and open Extensive and open
Adaptability Configurable Configurable Highly flexible Highly flexible
Capability Requirements
ITIL® Support Supports ITIL® best practices Supports ITIL® Best Practices ITIL® verified in 10 processes ITIL® verified
in 11 processes
Reporting and Analytics Standard Comprehensive Comprehensive Advanced
Incident and Problem
Management		 Standard Standard Comprehensive Advanced
Change Management Standard Standard Comprehensive Advanced
Self Service /
Service Catalog		 Standard Comprehensive Comprehensive Advanced
Asset Management Standard Standard Comprehensive Advanced
Knowledge
Management		 Standard Comprehensive Comprehensive Advanced
Service Level Management Standard Comprehensive Comprehensive Advanced
CMDB/CMS   Standard Comprehensive Advanced
IT Costing     Comprehensive Advanced
IT Business Planning and Portfolio Management       Advanced
Size of deployment
Number of agents 1-10+ 5-50+ 10-50+ 50+
 

BMC

 

IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office. ITIL® is a Registered Trade Mark of the Cabinet Office.
Business runs on IT. IT runs on BMC Software.