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WHAT’S NEW –

BMC® Remedy IT Service Management 7.0

BMC Remedy IT Service Management 7.0 provides richer out-of-the-box ITIL workflows for faster implementation of best practices. In addition, tighter Business Service Management integration makes for more efficient, high-value closed-loop processes. Finally, this release of ITSM 7.0 includes many architectural and usability improvements across the entire product suite to enhance productivity and enterprise readiness.

BMC Remedy AR System - 7.0
All BMC Remedy IT Service Management applications inherit the improvements made in their underlying platform, BMC Remedy AR System 7.0, including:

  • End to End Unicode support
  • Enhanced Administration for a Dispersed IT Environment
  • AR System Developer Productivity
  • End User Visualisation and Usability Support
  • Tree Control field allows graphical selection and manipulation of application data similar to in Windows Explorer
  • Data Visualisation plug-in provides an unlimited ability to link graphical representation with AR System data and workflow
  • Easier searching with optional Full Text Search provides expanded search of AR System forms to include diary and attachment fields

BMC Atrium - CMDB 2.0
The BMC Atrium CMDB is included as an integral part of BMC Remedy Service Desk, BMC Remedy Change Management and BMC Remedy Asset Management. When the BMC Atrium CMDB has been installed as part of another product, BMC Remedy Service Level Management integrates with it out of the box. Highlights of this release include:

  • A new Administration Console consolidates the CMDB user interface
  • Enhanced UI, including a Graphical CI Relationship Viewer
  • Streamlined Common Data Model and data model extension packs
  • Atrium Product Registry and federation management tools

Improved IT Service Management Foundation
The IT Service Management Foundation provides common functionality for all of the BMC Remedy ITSM suite. New foundation features include:

  • Improved user interface including process flow visualisation
  • Multi-Tenancy allows you to leverage the same support personnel, applications, and knowledge base to service multiple customers or business units within an enterprise
  • Improved ITIL Support and tighter ITIL process integration across all of the ITSM applications

BMC Remedy Asset Management 7.0
BMC Remedy Asset Management provides a more powerful software license management and integrates out-of-the-box to Change and Configuration Management (CCM) for proactive license control.

  • DSL with pre-populated product dictionary means less time and effort and greater proactive control over software license management
  • Out-of-the-box integration to complementary CCM solution helps you reduce software costs by reducing unneeded deployments
  • Greater business insight, easier reporting with optional BMC Analytics (coming this Fall)
  • Definitive Software Library (DSL)
  • BMC Atrium CMDB 2.0

BMC Remedy Change Management 7.0
BMC’s Change Management application is part of the Change and Configuration Management Solution. The solution helps to address IT challenges around: Client/Desktop Management, Datacenter Optimization, IT Service Management (ITSM). This release includes new features such as:

  • Change Calendar to provide scheduling for Changes
  • Task management and graphical viewer
  • Standardized Risk Assessment
  • Process Status Visualisation
  • Availability/Unavailability Time Windows
  • Multi-Stage Approvals
  • Closed Loop Integration with Configuration Management
  • Definitive Software Library (DSL)
  • BMC Atrium CMDB 2.0

BMC Remedy Service Desk 7.0
BMC Remedy Service Desk provides improved ITIL workflow processes for incident and problem management.

  • New consoles for Requestor (Self Service), Incident (assisted service), and Problem (root cause analysis)
  • Enhanced Productivity and Efficiency features/functionality (out-of-the-box)
  • Incident Matching capabilities (leveraging data in system to achieve quickest path to resolution)
  • Enhanced Broadcast Capabilities (awareness of major issues with ability to manage duplicate issues and major outages)
  • Template capabilities (Quick Submits)
  • Decision trees for Support Desk
  • Tasking Subsystem
  • Asset Inventory capabilities (when stand alone)
  • Process flow from Incident to Problem
  • Process flow from Problem to Known Error (error control) to Request For Change
  • Service Support Cost Tracking to assess cost per incident
  • Intelligent Ticketing (with Service Impact Manager 7.0)
  • Process Flow Visualisation
  • Integration with Remedy Knowledge Management
  • Definitive Software Library (DSL)
  • BMC Atrium CMDB 2.0

BMC Service Level Management (SLM) 7.0
SLM 7.0 combines the functionality of Remedy Service Level Agreements and SLM Express into one unified service level management offering:

  • SLM Data Collector providing seamless data integration with both infrastructure and support metrics
  • Manage multiple service targets per agreement and multiple agreements per contract, thereby matching the needs of the business
  • Consolidated SLM Dashboard giving you the complete picture of service performance
  • Performance and Usability improvements in building service targets
  • Calculate penalties and rewards and the monetary impact to the business due to missed service targets
  • Define milestones in order to trigger corrective actions and workflow before the business is impacted
  • Leverage Service Level Templates for faster service target creation

Customers with current Support Agreements are entitled to receive all these new features in the ITSM 7.0 release of their application - English language only. If you are upgrading from earlier versions of ITSM to ITSM v7.0, we will have tools available in the September 2006 timeframe to help with the application upgrade and the data migration. We will notify you of its availability when it is released.

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