• Inok Systems

What is Remedy for ITSM?

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BMC Remedy is a software suite that is globally known to provide easy and efficient automation of IT-related functions resulting to a highly effective service management process.

Ready to use “out of the box,” this solution gives clients fast access to a full suite of ITIL compliant applications to support all the functions of an ITIL-compliant and effective IT Service Management operation.

BMC Remedy = BMC Remedy ARS + BMC Remedy ITSM

The BMC Remedy AR System is the application toolkit that underpins the BMC Remedy ITSM Suite. The BMC Remedy AR System provides a feature-rich, flexible and sophisticated application development platform that enables powerful applications to be built.

The following components form the fully integrated ITSM suite

  • Asset Management
  • Configuration Management Database (CMDB)
  • Change & Release Management
  • Knowledge Management
  • Service Desk (Incident and Problem Management)
  • Service Request Management

The software’s multi-tiered architecture makes it easy to adapt. With features such as Server Groups, Load Balancing and BMC Remedy Distributed Server Option, BMC Remedy is able to scale to the limits of hardware resources.

Random Blogpost

Let’s first take a look at the definitions in ITIL:

Call (Service Operation): A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged.

Incident (Service Operation): An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.