Business is now dependent on technology to such an extent that your IT organization’s ability to deliver expected levels of service and support directly impacts business performance. To improve service levels, you must quickly resolve incidents and problems, control change, manage IT assets and monitor your service levels. And, you must quickly master the natural dependencies between these related IT service management disciplines in a way that fits your unique requirements.

The BMC Software Solution

Gain control over your IT environment with the BMC(R) IT Discovery Suite.Remedy IT Service Management for the Enterprise is a suite of highly flexible applications from BMC Software that takes a uniquely integrated approach to automating IT service and support. Remedy Help Desk, Remedy Change Management, Remedy Asset Management and Remedy Service Level Agreements work together seamlessly straight out-of-the-box. Shared workflow, a consistent user interface and a common platform result in fast implementation, low total cost of ownership, and unprecedented synergy between related ITIL® processes, including incident, problem, change, configuration, service level and financial management.

Each application in the suite is part of one or more Business Service Management Routes to Value™, complete solutions that can be implemented independently for quick ROI but that ultimately function together to deliver business-IT alignment. In addition, along with other BMC Software solutions, each shares common infrastructure services, such as the BMC® Atrium™ Configuration Management Database (CMDB). By operating on this common model of the IT environment, service and support applications and infrastructure management are finally unified.

Built on the Action Request System® (AR System®) service process management platform, the Remedy IT Service Management Suite provides proven best practice processes to get you up and running quickly and the flexibility to configure and extend processes—without programming. This both improves business effectiveness and lowers total cost of ownership as you adapt the application to your unique and evolving needs.

Remedy Help Desk provides the foundation for an integrated, end-to-end approach to IT Service Management, automating your ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records.

Remedy Change Management enables IT to implement the critical, standardized processes needed to effectively manage enterprise change processes—from request to planning to implementation to verification.

Remedy Asset Management provides best practice automation of IT asset lifecycle management from requisition to retirement, and enables contract entitlement, compliance management, and total cost and financial controls.

Remedy Service Level Agreements enables IT to manage the entire range of service level agreement (SLA) processes, from defining SLAs and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered.

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